Position: Customer Support Specialist - PDF Expert team
Company: Readdle
Category: Support
Experience required: 1y
English level: fluent

We are looking for a person who is keen on productivity products, and enthusiastic about talking to customers. This job is a great opportunity to learn about the development process of apps, to gain knowledge about different factors influencing the quality and rating of a product.

"PDF Expert is the lightweight, powerful viewer your Mac needs" - Cult of Mac
"Goodbye Preview, hello affordable PDF editing on Mac." - MacWorld
"One of the best apps to handle or edit PDFs on your Mac." - Beautiful Pixels

PDF Expert Support Specialist is a liaison between customers sharing their experience and expectations about the product and the developers who are open to feedback and are continuously working on bringing improvements and innovation into the app.

**Customer Support Team Working Schedule**

We have a full-time schedule. Each team member has 5 workdays and two days off per week. As our schedule provides 7 days/week coverage, our team divides into two crews. One part of the team works from Tuesday through Saturday and the other one from Sunday through Thursday. 

On Monday through Friday our team works in two shifts: 
Day shift: 9:00 - 18:00 (10:00 -19:00) - 9 hours including paid 60 minutes lunch;
Afternoon shift: 16:00 - 00:00 - 8 hours without lunch.

On Saturday and Sunday, we work on day shifts only - 9:00 to 18:00 (10:00 -19:00).

Each employee has 2-3 afternoon shifts during working days. Our work schedule is fixed, It means that our employees work the same shift every week. Nevertheless, there is a necessity to rotate day and afternoon shifts between the teammates once or twice a year taking into account product updates, workload, seasonality, etc. Please note that Customer Support Team works on Ukrainian Holidays. We have an additional 9-10 days off (equal to the number of public holidays in a given year) instead.

**Here is an example of the current schedule for clarity:**
Sun: 9:00 - 18:00
Mon: 9:00 - 18:00
Tue: 9:00 - 18:00
Wed: 16:00 - 12:00
Thu: 16:00 - 12:00
Fri: day-off
Sat: day-off

**Responsibilities:**
- Provide excellent customer service through email and be ready to assist 40-60 users per day.
- Report and escalate requests to Quality Assurance and Development teams in order to improve the overall quality of Readdle products.
- Prepare product overview by collecting and analyzing customers' needs, user experience, and workflow.
- Contribute to team efforts to maintain the quality of Readdle products.
- Develop and maintain in-depth product knowledge and be on top of industry trends to provide top-class service.
- Keep our end-user product documentation up to date.

**Requirements:**
- Fluent English
- Excellent problem-solving skills
- Advanced business communication skills
- Ability to work according to a flexible schedule
- The persistent interest in software is a plus
- Geeks are welcome ;)

**Extra:**
- French, Spanish, Italian, German, Chinese, or Japanese language knowledge is a plus