Position: Customer Support Specialist
Company: Form.com
Category: Support
Experience required: 1y
English level: fluent
Published: 2020-06-01T00:00:00+03:00

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding users through features and functionalities. Should also be familiar with common IT software (i.e. MS Office suite, Salesforce, JIRA) and standard support/escalation processes.  

Candidate is expected to support different schedules:
8-15 Kyiv Time;
10-18 Kyiv Time;
14-22 Kyiv Time;
23-8 Kyiv Time.

**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

**Requirements**
•	At least 1-year experience as a Customer Support Specialist or similar Technical Support/Help Desk role
•	Experience working with SaaS solutions and technologies
•	Experience using common IT software (MS Office Suite – Word, Excel, Outlook, JIRA, SaaS solutions,) help desk software, and remote support tools (i.e. Go to Meeting, WebEx)
•	Excellent communication and problem-solving skills
•	Ability to multi-task and prioritize issues
•	Patience when handling tough cases
•	Customer focused, experience in handling issues and or customer complaints
•	Excellent written and communication skills
•	Fluent English
•	Experience working with offshore technical teams is a plus