Position: Technical Support Specialist
Company: CleverFiles
Category: Support
Experience required: 2y
English level: upper
Published: 2020-10-01T00:00:00+03:00

CleverFiles is looking for a full-time tech support rep to help us help our clients around the globe.

About the Job:
- job type: full-time;
- remote: yes;
- hours: flexible, US time preferable;
- tech-savviness: very high; 
- minimum English level required: upper-intermediate.

We’re seeking fluent English speakers/writers to work with us to answer various customer inquiries via email (we use Front). Those inquiries can be anywhere between simple/basic and deep/highly technical. You'll be responsible for providing great customer service and support via email for Disk Drill, our brainchild, and one of the leading DIY data recovery solutions in the world. You’ll also help us answer questions via Twitter, YouTube, Facebook, improve our user guides, and build a communication bridge between our QA/dev teams and our end-users. Deep technical knowledge of computer programming is not a prerequisite at the beginning, however, you should be well-versed in basic troubleshooting techniques to be able to quickly solve basic issues yourself, learn fast, and do your best to minimize the number of cases you will be sending to 2nd-tier support. The ability to think beyond rebooting one's Mac and navigating Disk Drill's simple UI in order to troubleshoot a specific issue is essential. During initial onboarding and training in the current team, you’ll be expected to be proactive in your process and learn quickly. Once fully up-to-speed (2-4 weeks, hopefully), you’ll write 50-100 emails per day. This is a significant volume, you should be ready to deal with that kind of daily load — our QA and dev teams are standing by to help you with the more difficult and/or unique cases. But we will expect you to handle most of the usual questions yourself, know the difference between Windows and Mac, crash reports and exported logs, versions 3 and 4 (by looking at a screenshot), have at least basic understanding about file systems and databases.

About you:
You are a great writer and love helping people. You enjoy making complicated situations simple, calm, and painless. This means being a great problem-solver, your overall computer literacy level is upper-intermediate. You can process and resolve technical issues quickly. You are a perfect communicator, even when you have to communicate less-than-perfect news.

Qualifications:
- fluent English is a must, Spanish, French, German are a plus;
- 2+ years of support experience, preferably software or hardware;
- excellent written and verbal communication skills;
- comfortable working with email, help desk, live chat;
- advanced user of Windows and Mac computers (Linux too? Great!);
- excellent technical troubleshooting skills;
- stress resistance and professionalism in communicating with clients and teams.

Duties:
- process the incoming flow of user requests;
- stay up to date with product knowledge;
- escalate user-reported issues and bugs to the development team;
- get back to users in a timely manner;
- monitor the live chat and social media to provide users with high-level support;
- verifying user-submitted materials to make decisions on discounts, refunds, etc.;
- other related tasks and routines. 

How do we begin to cooperate:
- we get your CV;
- we send you a test task;
- after checking the test task, we give you feedback.

We look forward to collaborating!