Support Analyst

Summary

Join FORM's Customer Support team and provide exceptional technical assistance to our clients. You will be the primary point of contact for resolving customer queries, troubleshooting issues, and escalating complex problems to the technical team. This role requires strong communication and problem-solving skills, experience in customer support, and proficiency in various software applications. You will also be responsible for documenting technical issues, providing training to new customers, and gathering customer feedback. The position offers a competitive salary, benefits, and the opportunity for career growth. Work is fully remote or hybrid from our Krakow office, with shifts rotating weekly.

Requirements

• Advanced English (Speaking and Writing)
• Intermediate Polish (Speaking and Writing)
• From 1 year of experience in Customer Support Analyst\Representative position
• Excellent communication and problem-solving skills
• Ability to multitask and prioritize issues
• Experience in handling issues and or customer complaints
• Experience using common software (MS Office Suite — Word, Excel, Outlook)
• Basic understanding of client-server applications work
• Knowledge of the help desk software and remote support tools (i.e. Zendesk, GotoMeeting, WebEx, Zoom)
• Ability to handle Client escalations and act as a main communication point with Clients

Responsibilities

• Respond to incoming customer queries via chat, email, or phone
• 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 technical teams for technical issue resolution
• Provide training to new customers
• Share feature requests and effective workarounds with team members
• Follow up with customers to ensure that their technical issues are resolved
• Gather customer feedback and share with our Product, Sales, and Marketing teams

Preferred Qualifications

• Experience in working with browser development tools: Chrome DevTool, Firebug
• Experience working with offshore technical teams
• Experience in B2B Clients and Enterprise solutions support
• Experience in writing test documentation: checklists, bug reports, test cases
• Basic knowledge of CSS/HTML
• Basic knowledge of API
• Knowledge of Ukrainian will be considered as a plus, but is not mandatory

Benefits

• Competitive salary
• Work equipment
• Paid time off, sick leaves, and public holidays
• Health insurance with Lux Med
• Full remote or hybrid work from our cozy office in Krakow
• Opportunities for career growth