Support Analyst
Krakow (or Remote in PL)
Customer Team – Support - OpX /
Contractor /
Remote
Join Our Dynamic Technical Support Team at FORM!
Are you passionate about problem-solving and have strong communication skills in English and Polish? We are looking for a new member to join our technical support team! If you thrive in a dynamic environment and are eager for interesting tasks and growth opportunities, we want to hear from you.
Requirements:
- Advanced English (Speaking and Writing);
- Intermediate Polish (Speaking and Writing);
- From 1 year of experience on Customer Support Analyst\Representative position;
- Excellent communication and problem-solving skills;
- Ability to multi-task and prioritize issues;
- Experience in handling issues and or customer complaints;
- Experience using common software (MS Office Suite — Word, Excel, Outlook);
- Basic understanding of client-server applications work;
- Knowledge of the help desk software, and remote support tools (i.e. Zendesk, GotoMeeting, WebEx, Zoom);
- Ability to handle Client escalations and act as a main communication point with Clients.
Additional Skills That Would Be Beneficial:
- Experience in working with browser development tools: Chrome DevTool, Firebug;
- Experience working with offshore technical teams;
- Experience in B2B Clients and Enterprise solutions support;
- Experience in writing test documentation: checklists, bug reports, test case;
- Basic knowledge of CSS/HTML;
- Basic knowledge of API.
Key Responsibilities:
- Respond to incoming customer queries via chat, email or phone;
- Identify customer needs and help customers troubleshoot and consult on specific use cases or issues;
- Replicate, analyze, and document/report product defects (for example, by testing different scenarios or impersonating users);
- Update our internal databases with information about technical issues and useful discussions with customers;
- Identify when issues require further escalation and engage with technical teams for technical issue resolution;
- Provide trainings to new customers;
- Share feature requests and effective workarounds with team members;
- Follow up with customers to ensure that their technical issues are resolved;
- Gather customer feedback and share with our Product, Sales and Marketing teams;
- Work hours include: 1PM — 9PM; 9AM — 5PM; 4PM – 12AM Warsaw time.
Why You'll Love Working with Us:
- Comprehensive Onboarding: Enjoy mentoring support, detailed product training, clear tasks, and extensive documentation.
- Collaborative Team: Join a driving team always ready to help and support each other.
- Challenging and Exciting Work: Engage in meaningful tasks that challenge and excite you.
- Growth Opportunities: Fast-track your career growth within our company.
- Fully Equipped for Success: We provide all necessary equipment for your work.
- Remote Work Flexibility: Enjoy the convenience of remote work.
- Social Benefits: Including a robust health insurance package.
