Customer Support Expert

Job description

ShortPoint is looking for an experienced support professional to join our young, flexible, quickly developing and highly motivated international team.


What you will do:

- Work a lot with our product, ShortPoint, to reproduce customer issues, help customers to solve technical queries and answer product-related questions.

- Handle incoming support tickets from our support system (powered by Freshdesk), provide customers with the solutions within our SLA.

- Most of the customer communication is handled with the ticketing system, but sometimes you will need to reply to customers in chat.

- Connect remotely with customers to review issues on their environments and help them resolve these issues.

- Escalate customer requests to senior technical engineers in case the issue needs additional technical investigation.

- Provide authentic and complete information to the customer regarding the issues raised.

- Report issues you have encountered in the product to our QA team and product developers.

- Write support articles to expand our knowledge base.

- Collaborate, share your findings with the team, communicate, brainstorm and have lots of fun:)

- Travel and celebrate our culture in bi-annual meetups, where you will get to know the team personally, work in the office and participate in entertaining team activities.


Time Zone Required: GMT + 10 to GMT + 4


Remuneration package: 

  • Salary commensurate with experience

Benefits and Culture

  • Flexibility in vacations

  • Flexible working hours

  • Working remotely 

  • Team building and activities 

  • Very dynamic culture and everyone is super passionate


Requirements

Candidate should:

- Have strong English verbal and written communication skills, good grammar

- Be able to write high-quality technical texts, be concise and clear in providing written instructions

- Be attentive to details

- Have at least 2 years of experience in a similar position

- Be able to learn a lot of new information about the product and platform

We would love if you also:

- Have experience with Microsoft SharePoint

- Know the basics of web development (HTML, CSS and JS)

- Have previous experience in technical writing