Technical Support Agent

Symless, Dnipro, Remote

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About the project

Our client's mission is to make great apps for people who have multiple computers. Since 2012, his product has proudly developed the client, an app that shares one mouse, one keyboard, and one clipboard between multiple computers. As well as having over 2 million users worldwide, it's also used at some pretty neat companies like Apple, Pixar, Disney, Google, Amazon, and many more. That said, we're actually a very small company of 20 people, so you won't get lost in the crowd.

Technologies on the project: C++, JS, Node.js…

Team: on our side 1 developer, 2 QAs.

More about the role:
The focus of Technical Support Agent will be delivering the best possible customer experience, making sure the product works correctly and any installation or configuration issue is promptly resolved. You’ll ensure that we are made aware of bugs and features that are important to users. From the knowledge base maintenance to discovering steps to reproduce bugs, you'll be our first line representing our company, helping to make our product great. Social media and forums are also very important customer-facing channels that need to be tended to daily. As well as engaging with customers on Twitter and Facebook, you’ll become an active member of the user community on Slack, Discord and various forums.

Required skills

  • Excellent English writing & verbal skills
  • Experience with at least two of these OS's: Windows, Mac, and/or Linux
  • Strong understanding of networks and firewalls
  • Professional experience as Customer Service/ Technical Support Agent
  • Experience troubleshooting software installation and configuration
  • Open-minded and always learning
  • Experience using Zendesk (or other helpdesk platforms)
  • A proven track record in providing online technical support to customers

Responsibilities:

  • Solve customer’s software configuration issues
  • Report issues to the developer team for further resolution.
  • Become a product expert and collect best practices for publishing in our knowledge base
  • Help customers with account issues
  • Learn and develop expertise in our software products and development process
  • Respond to customers via social media
  • Ensure no post on online communities goes unanswered

What’s in it for you

  • Professional growth
  • Competitive salary
  • Flexible work schedule
  • Professional conferences
  • 20 working-day paid vacations and sick leaves
  • Medical insurance
  • Free corporate English lessons