Customer Support Expert

Job description

ShortPoint is looking for an experienced support professional to join our amazing, rapidly growing,  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.
- Answer incoming chat conversations (powered by Freshchat).
- 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 meetups, where you will get to know the team personally, work in the office and participate in entertaining team activities.

Remuneration package:
Salary commensurate with experience

Benefits and Culture:

  • Flexibility in vacations
  • Flexible working hours
  • Working remotely
  • Team building and activities (COVID 19 will not last forever)
  • Very dynamic culture and everyone is super passionate
  • Employer sponsored healthcare and retirement plan.


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
  • Put the key word 'excited' in the end of your cover letter so we know you had patience to read this job description till the end.