Technical Support Specialist

Summary

Join airSlate's technical support team and help over 10 million monthly users with pdfFiller! You will respond to support requests through various channels, identify opportunities to improve customer satisfaction, maintain quality standards, and proactively suggest process improvements. The role requires 1+ years of technical support experience, strong customer service skills, and fluent English. Flexible work arrangements are available, and the company offers various benefits, including bonuses, stock options, professional development opportunities, and health and wellness programs. Onboarding is a three-month period with a fixed schedule, transitioning to a regular shift schedule afterward. The company is committed to ongoing improvement and welcomes those passionate about learning.

Requirements

• 1+ year in a Technical support role
• Experience in tickets/calls/chats/demo sessions (Zoom calls)
• Strong customer service skills and a passion for helping others
• Fluent English, with excellent grammar and writing skills
• Excellent communication skills
• Flexibility in work hours to accommodate the US market

Responsibilities

• Respond to support requests via chats/tickets/demos promptly and accurately
• Identify opportunities to boost customer satisfaction (successful retention)
• Maintain internal QC standards
• Proactively identify recurring issues and suggest process improvements to team leads
• Update and manage customer accounts and profiles to fulfill their requests
• Maintain effective and timely communication within the team and with customers
• Invest in studies (reading updates, checking KB, attending team trainings)
• Meet the personal KPIs and input to team KPIs

Preferred Qualifications

• Retention/ Sales background
• BA degree in Finance, Accounting, Philology, Pedagogics, or a related field

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
• Bonuses and compensation — On top of a competitive base salary, we reward our team members' performance with a quarterly bonus to recognize achievements, time, and effort
• 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
• 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. Also, we provide all our team members with Mental Health Days, dedicated days off recognized globally to encourage people to log off and recharge
• 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