Software Support Analyst

Summary

Join our team as a Support Analyst to assist customers with issues related to our FORM applications. You will be responsible for resolving customer queries, recommending solutions, and guiding users. This role requires excellent communication and problem-solving skills, experience in B2B client support, and proficiency in various software applications. The position offers remote work flexibility, a competitive compensation package, and a comprehensive social package including medical health insurance and generous paid time off. While the schedule is Monday-Friday, some evening hours may be required. Teamwork and a positive attitude are essential.

Requirements

• Advanced English
• Advanced Polish
• 1 year of experience on a 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, experienced 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 how client-server applications work
• You are comfortable working on phones, email, and chat channels

Responsibilities

• Respond to incoming customer queries via phone, email, or chat; phones being very important
• 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
• Share feature requests and effective workarounds with team members and/or clients
• Follow up with customers to ensure that their technical issues are resolved
• Gather customer feedback and share with leadership
• Track and document issue details, troubleshooting steps, resolutions, and root causes as tickets

Preferred Qualifications

• Basic knowledge of Looker and Salesforce
• Basic knowledge of Zendesk and/or other CRM
• Experience working with offshore technical teams
• Ability to handle Client escalations and act as a main communication point with Clients

Benefits

• Challenging and exciting work
• Ability to work remotely
• Social package including medical health insurance
• Competitive compensation level based on the level of knowledge and experience
• 20/26 days per year of vacation and additional sick days, flexible PTO