We’re looking for an enthusiastic and responsible professional to join our team and provide customer support for Railsware own products – Mailtrap and Coupler.io. We are seeking a professional to enforce customers’ support by being the point of contact, resolving requests and providing the best communication experience. This position is a great opportunity for a self-starter who is passionate about technologies and is excited to be the first dedicated full-time person at our company in LATAM region and Europe.
Your responsibilities
- Provide timely responses to customer support requests via email, Help Scout, Zendesk or similar
- 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 Product Owner or Development Team in search for possible answers and/or workarounds that can be suggested to a customer
- Follow up on support requests to make sure that a client managed to resolve the problem
- Follow up to see if 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
- Good understanding of the international startup landscape and IT industry
- Advanced communication and relationship building skills
- Experience working with support ticket management software (Help Scout, Zendesk) or other
- Experience with various marketing platforms
- Excellent computer literacy
- Experience in GSheets or Excel
- 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
Will be a plus
- Experience with email related issues, campaigns, deliverability
- Experience in using CRM systems and task management tools
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.