Position: Customer Support Representative
Company: airSlate
Experience required: 2y
English level: fluent

airSlate welcomes talented professionals to join our team as Customer Support Representative in our Wroclaw office or remotely in Poland

More than 100 million users trust airSlate’ suite of products to automate routine document tasks with full control over their processes and their data. As a member of airSlate’s pdfFiller Support Team, you’ll be part of the next chapter of growth as our brand expands and we bring new products to market.

We’re looking for a customer service driven IT Support Specialist that is passionate about finding solutions to difficult problems. You will work alongside other Support Specialists and report to the Support Manager.

You must be efficient, detail-oriented and great at prioritization. To be successful in this role, you should also be a great communicator as you will be the first line of defense for our users’ needs. Your typical day will start with US prime time and will be filled with monitoring a ticket/chats/calls queue, ensuring we’re hitting key metrics, and establishing our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Required skills:
✅Experience 2+ years on a Support Specialist position in IT company;
✅Customer service skills and passion for helping others;
✅Fluent English, excellent grammar and writing skills;
✅Fluent Ukrainian language;
✅Excellent communications skills;
✅Technical background is a plus;
✅Flexibility in work hours to accommodate the US market.

Will be a plus:

✅Knowledge of MySQL or other relational DB;
✅Experience with bug tracking systems (i.e. Jira);
✅BA degree in Computer Science or Software Engineering;

Tasks and responsibilities:

✅Resolving all types of support issues received via ticketing system, chat or phone;
✅Managing issue tickets via Jira, communicating with the ✅Development and QA to resolve these issues in a timely manner;
✅Support customers by providing helpful information, answering questions, and responding to complaints;
✅Being the front line of support for clients and customers, help ensure they are satisfied with products, services, and features;
✅Manage large amounts of incoming inquiries;
Identify and assess customers’ needs to achieve satisfaction;
✅Build sustainable relationships of trust through open and interactive communication;
✅Meet personal/team targets;
✅Follow communication procedures, guidelines and policies;
✅Go the extra mile to engage customers.

What we offer:
Flexible work environment
We have embraced flexibility in the workspace. You can choose to work from the office, remotely, or hybrid.

Professional growth opportunities
We love learning! For every team member, we cover professional development courses, conferences, literature, and English classes with native speakers so you can improve your skills or learn something new.

Health and wellness Health is not only about going to the doctor. Aside from covering a Luxmed subscription, we offer every employee a multisport card, access to the office’s massage room, free lunch, and healthy in-office snacks to keep you energized. 

Compensation and benefits
Our team members receive performance bonuses for their achievements, time, and effort. They also receive stock options, meaning they benefit when our company grows.

Open communication with top management
At airSlate, we encourage every employee to share their thoughts, ideas, or concerns with our management team. If you wish, you can talk to our CEO, senior management, or team leads at any time.

airSlate Junior Club
We love our extended families! All team members with children get access to kid’s club events that include cooking classes, creative activities, and educational online games.

airSlate Care
Our charitable program includes technology donations to schools, delivering food packages and meals to the elderly, and volunteering at animal shelters. We also match donations made by our team members.