Position: Software Support Analyst – MarketX
Company: Form.com
Category: Support
Experience required: 1y
English level: fluent
Published: 2022-10-01T00:00:00+03:00

Exceptional product support is one of our key differentiators, and you’ll play a massive part in our overall user experience. You’ll be the face of our brand and an advocate of the users! Customers will experience technical problems. Still, they will be relieved when they contact us!

**What You’ll Do :**
- We’ll differentiate ourselves from our competition by the level of service we provide: calls will be answered when they come in, and emails will be responded to as quickly as possible.
- We will delight and wow our VIP customers through top-notch support, always creating above and beyond service experiences that are reflected in our first reply times and customer satisfaction scores.
- We’ll systematically troubleshoot the problems that our customers are facing, and provide them with either a resolution or a clear understanding of the steps we are taking.
- The Software Support Team will be product experts who can quickly translate vague non-technical customer feedback into root-cause identification.
- We’ll be there when our customers need us because it’s the right thing to do.

**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, Firefox, Safari;
- Basic understanding of client-server applications work;
- Track and document issue details, troubleshooting steps, resolution, and root cause as tickets;
- Knowledge of the help desk software, and remote support tools (i.e. Zendesk, Slack, Zoom);
- While you will work set hours, you are ok with a schedule that is late into the evening- Support offers coverage between 6 am — 6 pm MT Monday-Friday, plus occasional holidays and the schedule will be 6am-2pm MST (2pm-10pm in Poland): (Subject to change based on needs);
- You are willing to help cover weekend hours (9 am-5 pm MST/ 6pm-2 am in UA) and night shift hours to give our weekend agent breaks and vacation time. It’s not frequently needed, but everyone takes a turn to lend a hand and gets the time back for doing so;
- You are a team player who exudes a team mindset, always looking for ways to support your coworkers and contributing positively to morale;
- You are comfortable working on phones, email, and chat channels.

**Plus, if you have:**

- Basic knowledge of Looker and Salesforce;
- Experience working with offshore technical teams;
- Ability to handle Client escalations and act as a main communication point with Clients.