Technical Support Specialist
Poland
Support – Support pdfFiller /
Full-time /
Remote
At airSlate, our journey began in Boston, USA, in 2008. What started as a single product with 3,000 customers has grown into an influential tech company with 900+ team members across six offices worldwide. In 2022, airSlate reached a total valuation of $1.25 billion and became a 'Unicorn 🦄'. But even as we scale, team members remain our most valuable asset. That's why we've built a company that excites people about their work.
We develop products that serve over 100 million users with no-code workflow automation, electronic signature, and document management solutions. The company's portfolio of award-winning products, signNow, pdfFiller, DocHub, WorkFlow, Instapage, and US Legal Forms, empower teams to digitally transform the way their organizations run.
Our team provides technical support for users of pdfFiller, assisting with product-related issues through chat and ticketing systems, and occasionally conducting one-on-one Zoom calls when needed. We operate on two main schedules: Sunday–Thursday (with Friday and Saturday off) and Tuesday–Saturday (with Sunday and Monday off). The onboarding period lasts for three months and follows a fixed schedule — Monday-Friday from 9:00 to 18:00 CET Time. After onboarding, the team member transitions to their regular shift schedule (schedule can be adjusted and agreed upon with the management).
pdfFiller empowers over 10 million users every month to create and edit PDFs, send them for signing, and securely store documents within a single application. Offering unlimited storage, unlimited templates, and cross-platform integration, pdfFiller is the only PDF editor needed to get your document done.
What you'll be working on:
- Respond to support requests via chats/tickets/demos promptly and accurately.
- Identify opportunities to boost customer satisfaction (successful retention).
- Maintain internal QC standards.
- Proactively identify recurring issues and suggest process improvements to team leads.
- Update and manage customer accounts and profiles to fulfill their requests.
- Maintain effective and timely communication within the team and with customers.
- Invest in studies (reading updates, checking KB, attending team trainings).
- Meet the personal KPIs and input to team KPIs.
What we expect from you:
- 1+ year in a Technical support role.
- Experience in tickets/calls/chats/demo sessions (Zoom calls).
- Strong customer service skills and a passion for helping others.
- Fluent English, with excellent grammar and writing skills.
- Excellent communication skills.
- Flexibility in work hours to accommodate the US market.
What helps you rock:
- Retention/ Sales background.
- BA degree in Finance, Accounting, Philology, Pedagogics, or a related field.
What we offer:
— Flexible work environment — We value the advantages of in-person collaboration and prioritize work from our offices in Wroclaw or Bialystok. However, we also provide flexible work arrangements to accommodate remote or hybrid options and flexible scheduling.
— Bonuses and compensation — On top of a competitive base salary, we reward our team members' performance with a quarterly bonus to recognize achievements, time, and effort.
— Stock options — At airSlate, our team members are more than employees; they're business partners. We issue stock options that grant ownership in the company, allowing everyone to share in its growth.
— Professional growth opportunities — We are committed to ongoing improvement and welcome those passionate about learning. We cover professional development courses, conferences, literature, English classes, and more for each team member.
Health and well-being—We prioritize the health and well-being of our team. This is why we provide a Luxmed subscription, a Multisport card for every team member, access to the office's massage room, free lunches, and healthy in-office snacks to sustain your energy. Also, we provide all our team members with Mental Health Days, dedicated days off recognized globally to encourage people to log off and recharge.
— Open communication — We encourage transparent communication from all team members at airSlate. Feel free to share your thoughts, ideas, and concerns with our management team, CEO, any member of our leadership team, or any team lead at any time.
We are proud of:
— airSlate Care for Ukraine — With a significant number of our team members in Ukraine, our foremost concern was ensuring their safety by providing both financial and logistical assistance to them and their families. What started as an immediate response has evolved into a cornerstone of the airSlate charity program. We match donations contributed by our team members, offer humanitarian aid to those affected by the conflict, distribute food packages to seniors, and support animal shelters. Our commitment remains steadfast in working towards restoring peace to Ukraine.
— airSlate Junior Club — Our sense of family extends beyond our team. All team members with children gain access to the airSlate Junior Club, featuring engaging events such as cooking classes, creative activities, and educational online games.
It is airSlate's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. airSlate's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. airSlate is pleased to provide such assistance and no applicant will be penalised as a result of such a request. Pursuant to relevant law, where applicable, airSlate will consider for employment qualified applicants with arrest and conviction records.
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