Technical Support Specialist

Summary

Join airSlate's SignNow team as a Technical Support professional! You will resolve technical issues via various channels, manage tickets in Jira, consult clients on solution implementation, conduct Zoom demos, and update Help Center documentation. The role requires 1+ year of B2B technical support experience, excellent customer service skills, fluent English, and flexibility to accommodate US market hours. Experience with Google Chrome Developer Tools and Jira/Kibana is a plus. airSlate offers a flexible work environment, professional growth opportunities, health and well-being benefits, bonuses, stock options, and open communication.

Requirements

• Experience 1+ year on a Technical Support position in IT company working directly with B2B customers
• Customer service skills and passion for helping others
• Fluent English, excellent grammar and writing skills
• Flexibility in work hours to accommodate US market
• Experience working with Google Chrome “Developer tools”

Responsibilities

• Resolve all types of technical support issues received via ticketing system, chat or phone
• Manage issue tickets via Jira, communicating with the Development and QA to resolve these issues in a timely manner
• Consult our clients about implementing our solution
• Conduct Zoom Demos with customers
• Update Help Center documentation and knowledge base

Preferred Qualifications

• Basic knowledge of Jira and Kibana
• Experience working with integration platforms (e.g. Zapier\MS Flow) and CRMs (Salesforce\Netsuite)
• Basic understanding of HTTP requests and responses structure
• Basic understanding how API works

Benefits

• Flexible work environment — We value the advantages of in-person collaboration and prioritize work from our offices in Wroclaw or Bialystok. However, we also provide flexible work arrangements to accommodate remote or hybrid options and flexible scheduling
• Professional growth opportunities — We are committed to ongoing improvement and welcome those passionate about learning. We cover professional development courses, conferences, literature, English classes, and more for each team member
• Health and well-being — We prioritize the health and well-being of our team. This is why we provide a Luxmed subscription, a multisport card for every team member, access to the office's massage room, free lunches, and healthy in-office snacks to sustain your energy
• Bonuses and compensation — On top of a competitive base salary, our team members are eligible for monthly performance bonuses of up to 10%, determined by their achievements, time commitment, and dedication
• Stock options — At airSlate, our team members are more than employees; they're business partners. We issue stock options that grant ownership in the company, allowing everyone to share in its growth
• Open communication — We encourage transparent communication from all team members at airSlate. Feel free to share your thoughts, ideas, and concerns with our management team, CEO, any member of our leadership team, or any team lead at any time