Product Support Specialist
We're seeking an enthusiastic and responsible professional to provide our team with customer support for Railsware products - Mailtrap and Coupler.io. We are seeking a professional to enforce customer support by being the point of contact, resolving requests, and providing the best communication experience.
Our products now have more than 2M+ signups and are constantly growing - we plan to build a multi-billion dollar business around it.
We want to provide 24-hour support to our clients and therefore are now looking for people located directly in our clients' time zones. Our users are located in North/South America. If this kind of timezone suits you, we are waiting for your CV!
Our products now have more than 2M+ signups and this number is constantly growing - we have a plan to build a multi-billion dollar business around it. Check out our case studies to see Railsware own products, as well as our previous projects and current clients.
Your responsibilities
- Provide timely responses to customer support requests via email
- Independently solve client's requests and issues
- Answer non-standard questions and investigate possible solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- If necessary, initiate collaboration with the Product Owner or Development Team in search of possible answers and/or workarounds that can be suggested to a customer
- Follow up on support requests to make sure that a client manages to resolve the problem
- Follow up to see if the customer is happy about the level of support services provided by Railsware
- Encourage happy clients to rate and leave feedback on the corresponding Marketplace platforms
- Contribute to the development and maintenance of our knowledge base by creating and updating support articles and documentation
- Work towards maintaining a high-quality support service by actively contributing to the improvement of our established processes
Your skills
- 2+ years of experience working in technical/product support
- Advanced level of English: both written and spoken
- Excellent understanding of the details of technology products
- Willingness to conduct independent investigations to determine the causes of problems
- Good understanding of the IT industry
- Advanced communication and relationship-building skills
- Experience working with support ticket management software (Help Scout, Zendesk) or other
- Excellent computer literacy
- An ability to dive deep into several contexts simultaneously
- Attention to details
- A capability to maintain friendly relationships with customers
- Strong willingness to help clients solve their product-related issues
Would be a plus
- Experience with email-related issues, campaigns, deliverability
- Experience in using CRM systems and task management tools
Benefits
and Perks
- Competitive compensationLet's face it: in a late capitalistic world, getting paid well certainly doesn't hurt.
- Growth opportunitiesOutline your growth and development plan, expand your skills, knowledge, and career horizons in a supportive and innovative environment.
- Remote and flexible scheduleRailswarians live in more than 25 countries with different time zones. All of them are free to choose their most productive work time and place.
- Smart Expense policyThere's an additional sum allocated to help you set up your workstation, improve your health, and learn whatever you want and how you want. No. Questions. Asked.
- Secure hardware and equipmentYour productivity is our priority. Once you join Railsware, you’ll get secure equipment of your choice.
- 34 Paid days offRailswarians rest 24 days per year + 10 days to cover your national holidays.
- Regular online and offline gatheringsWe frequently meet online and offline to get acquainted, collaborate, build a network, and have fun together.
