Position: Customer Support Analyst
Company: Form.com
Experience required: 1y
Category: Support
English level: fluent
Published: 2023-05-01T00:00:00+03:00

Customer   Support   Specialist   responsibilities   include   resolving   customer   queries, recommending   solutions,   and   guiding   users   through   features   and   functionalities.

**Requirements:**
— Advanced English;
— 1 year of experience on Customer Support Analyst\Representative position;
— Experience in B2B Clients and Enterprise solutions support;
— Excellent communication and problem-solving skills;
— Strong desire to be helpful;
— Ability to multi-task and prioritize issues;
— Customer focused, experience in handling issues and or customer complaints;
— Excellent written and communication skills;
— Experience using common software (MS Office Suite — Word, Excel, Outlook);
— Experience in writing test documentation: checklists, bug reports, test case;
— Experience in working with browser development tools: Chrome DevTool, Firebug;
— Basic understanding of client-server applications work;
— Basic knowledge of CSS/HTML;
— Knowledge of the help desk software, and remote support tools (i.e. Zendesk, GotoMeeting, WebEx, Zoom).

**Beneficial would be:**
— Basic knowledge of API;
— Experience working with offshore technical teams;
— Ability to handle Client escalations and act as a main communication point with Clients.

**Responsibilities:**
— Respond to incoming customer queries via phone, email or chat;
— 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 offshore 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 set hours: 2pm-10pm in Ukraine.

**We Offer:**
— Challenging and exciting work;
— Ability to work remotely;
— Convenient coworking space just a few minutes from the subway (right after the quarantine);
— Social package including health insurance;
— Direct contract with US-based company.