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Product Support Specialist

Sorry, we're no longer accepting applications for this role
Remote work
Fixed Schedule
Full time

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

and Perks

As a part of our life-work balance, we want Railswarians to live an active and wholesome life. That’s why we take perks pretty seriously.
Download for more details
  • Competitive compensation
    Let's face it: in a late capitalistic world, getting paid well certainly doesn't hurt.
  • Growth opportunities
    Outline your growth and development plan, expand your skills, knowledge, and career horizons in a supportive and innovative environment.
  • Remote and flexible schedule
    Railswarians 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 policy
    There'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 equipment
    Your productivity is our priority. Once you join Railsware, you’ll get secure equipment of your choice.
  • 34 Paid days off
    Railswarians rest 24 days per year + 10 days to cover your national holidays.
  • Regular online and offline gatherings
    We frequently meet online and offline to get acquainted, collaborate, build a network, and have fun together.