Position: Technical Support Agent (Tier 2)
Company: SupportYourApp
Experience required: 2y
Category: Support
English level: upper
Published: 2021-11-01T00:00:00+02:00

Interested in creating a positive support experience?

Support customers by using, implementing and deploying our products on their site. You would be a second point of escalation after Tier 1 for all technical matters pertaining to the product performance on customer’s sites (both troubleshooting issues and solving complicated scenarios via email correspondence, phone calls and/or screen sharing).

What You’ll Do:

Become a trusted advisor to customers by building a professional relationship and providing a high-standard service experience.
Apply comprehensive understanding of the product and its functionality, as well as become highly skilled at prioritizing tickets and business priorities.
Be resourceful, service oriented, independent and an excellent troubleshooter with solid technical skills, strong service orientation, loyalty, and commitment to customer success.
Be passionate about providing world-class ongoing service to customers.
Enjoy collaborating with customers, engineering, customer success managers, sales, and marketing.
Interact with customers to provide and process information in response to inquiries, concerns, and requests about their technical challenges while using, implementing or deploying the product on their site.
Provide a high-class service experience with the objective of retaining and satisfying the end-user by providing solutions appropriate to their business objectives.
Prioritize tickets, identify business priorities, and escalate priority issues per customer specifications.
Research required information using available resources.
Follow standard protocols and procedures.
Sync and coordinate between the customer, the Customer Success Manager and the R&D Department on customers' requests.
Continuously drive towards improving customer service and increasing customer efficiency.
Follow up and make scheduled call backs to customers where necessary.
Stay up-to-date with system information, changes, updates, and version releases.

What You’ll Need to Succeed:

Fluent in oral and written English.
Background in UI / design / user behavior.
Strong analytical and problem-solving skills.
Excellent written and verbal communication skills, as well as interpersonal skills.
Resourcefulness, independence and ability to use creative thinking.
A proven ability to independently manage several projects simultaneously and operate successfully under tight deadlines is a must.
Organizational skills with a high attention to detail.

Would be a plus:

1−2 years of experience at either a Tier 1 consulting firm or in the professional services organization of a major business application’s vendor.
An undergraduate degree in mathematics computer science or engineering.
Familiarity with various CRM systems.
Background in SaaS.
We offer you:

Flexible schedule;
Modern art-office (feel it — https://officesnapshots.com/2021/04/28/supportyourapp-offices-kyiv/);
Competitive compensation;
Financial and professional growth;
Paid intensive training and trial period;
Great management with no bureaucracy;
Good bonuses for referring friends (referral program);
Occasional business trips.
The cherry on top is you’ll get an IT business and support skill set second to none.

Who are we?

SupportYourApp is a leading customer support outsourcing company. We work with 30+ countries and provide support in 40+ languages. There are amazing startups as well as leaders of the IT industry among our clients.

Grab your chance to join them, and send us your CV in English, pointing out your outstanding skills!

We’re waiting for YOU :)