We're seeking an enthusiastic and responsible professional to provide our team with customer support for Railsware products - Mailtrap and Coupler.io. We are seeking a professional to enforce customer support by being the point of contact, resolving requests, and providing the best communication experience.Our products now have more than 2M+ signups and are constantly growing - we plan to build a multi-billion dollar business around it.We want to provide 24-hour support to our clients and therefore are now looking for people located directly in our clients' time zones. Our users are located in **North/South America**. If this kind of timezone suits you, we are waiting for your CV!JoinRailsware!Our products now have more than 2M+ signups and this number is constantly growing - we have a plan to build a multi-billion dollar business around it. Check out our case studies to see Railsware own products, as well as our previous projects and current clients.**Responsibilities**:- Independently solve client's requests and issues- Answer non-standard questions and investigate possible solutions- Ensure all issues are properly logged- Prioritize and manage several open issues at one time- If necessary, initiate collaboration with the Product Owner or Development Team in search of possible answers and/or workarounds that can be suggested to a customer- Follow up on support requests to make sure that a client manages to resolve the problem- Follow up to see if the customer is happy about the level of support services provided by Railsware- Encourage happy clients to rate and leave feedback on the corresponding Marketplace platforms- Contribute to the development and maintenance of our knowledge base by creating and updating support articles and documentation- Work towards maintaining a high-quality support service by actively contributing to the improvement of our established processesYour skills- 2+ years of experience working in technical/product support- Advanced level of English: both written and spoken- Excellent understanding of the details of technology products- Willingness to conduct independent investigations to determine the causes of problems- Good understanding of the IT industry- Advanced communication and relationship-building skills- Experience working with support ticket management software (Help Scout, Zendesk) or other- Excellent computer literacy- An ability to dive deep into several contexts simultaneously- Attention to details- A capability to maintain friendly relationships with customers- Strong willingness to help clients solve their product-related issuesWould be a plus- Experience in using CRM systems and task management tools
