Remote Support Analyst

Summary

Join Our Dynamic Technical Support Team at FORM! We are looking for a new member to join our technical support team. If you thrive in a dynamic environment and are eager for interesting tasks and growth opportunities, we want to hear from you.

Requirements

• Advanced English (Speaking and Writing): Exceptional communication skills in English
• Intermediate Polish (Speaking and Writing): Proficiency in Polish to handle customer interactions
• Experience: At least 1 year of experience in a Customer Support Analyst/Representative role
• Communication and Problem-Solving Skills: Excellent abilities to communicate clearly and solve problems efficiently
• Multi-Tasking and Prioritization: Ability to handle multiple tasks and prioritize issues effectively
• Customer Complaint Handling: Proven experience in managing and resolving customer complaints
• Technical Proficiency: Familiarity with MS Office Suite (Word, Excel, Outlook) and a basic understanding of client-server applications
• Help Desk and Remote Support Tools: Knowledge of tools like Zendesk, GotoMeeting, WebEx, and Zoom
• Client Escalation Management: Ability to handle client escalations and serve as the main communication point with clients

Responsibilities

• Respond to incoming customer queries via chat, email, or phone
• Identify customer needs and provide troubleshooting assistance
• Analyze, replicate, and document product defects by testing different scenarios
• Update internal databases with technical issue details and customer interactions
• Escalate issues to technical teams when necessary for resolution
• Conduct training sessions for new customers
• Share feature requests and effective workarounds with team members
• Follow up with customers to ensure their issues are resolved
• Gather and communicate customer feedback to Product, Sales, and Marketing teams

Benefits

• Comprehensive Onboarding
• Collaborative Team
• Challenging and Exciting Work
• Growth Opportunities
• Fully Equipped for Success
• Remote Work Flexibility
• Social Benefits: Including a robust health insurance package
• Direct Contract with a US-Based Company: Gain international experience and connections