Support Analyst

Summary

Join FORM's global support team as a motivated Support Analyst. Respond to customer inquiries through various channels, troubleshoot product issues, and provide effective solutions. Analyze and document product defects, maintain internal documentation, and escalate complex issues. Conduct user training sessions, share product feedback, and act as a liaison between customers and internal teams. This role requires excellent communication and problem-solving skills, along with experience in customer support and technical proficiency in MS Office Suite. The position offers a fully remote work format and various benefits, including financial support for healthcare and life insurance, company-subsidized English classes, and professional development opportunities.

Requirements

• Fluency in English (spoken and written) - excellent communication is key
• At least 1 year of experience in a customer support, help desk, or technical support role
• Strong communication and problem-solving skills
• Ability to multi-task and prioritize effectively in a dynamic environment
• Experience in handling and resolving customer complaints with empathy and professionalism
• Solid technical proficiency in MS Office Suite and basic knowledge of client-server applications
• Familiarity with support tools such as Zendesk, GoToMeeting, WebEx, or Zoom
• Experience managing escalations and acting as the primary point of contact with clients

Responsibilities

• Respond to customer inquiries via chat, email, and phone
• Troubleshoot product issues, identify customer needs, and provide timely, effective solutions
• Analyze, replicate, and document product defects by testing across different use cases
• Maintain internal documentation with detailed records of technical issues and customer interactions
• Escalate complex issues to the appropriate technical teams when necessary
• Conduct training sessions for new users to ensure product understanding and adoption
• Share product feedback and feature suggestions with internal teams
• Follow up with customers to confirm resolution and satisfaction
• Act as a bridge between the customer and internal teams (Product, Sales, Marketing)

Preferred Qualifications

• Experience with browser tools like Chrome DevTools or Firebug
• Exposure to offshore technical teams and global collaboration
• Background in supporting B2B and enterprise solutions
• Skills in writing test cases, bug reports, and checklists
• Basic understanding of CSS/HTML and APIs
• Intermediate or higher level in Polish

Benefits

• Fully remote collaboration format
• Financial support toward private healthcare and life insurance (optional, subject to agreement)
• Company-subsidized online English classes
• Access to internal learning and development resources
• Opportunities for professional growth within a global team
• Necessary project equipment provided