Grammarly is hiring a
Technical Support Specialist in Poland

Summary

The job description is for a Technical Support Specialist role at Grammarly, a remote-first hybrid company offering AI writing assistance. The role is based in Poland and requires the employee to collaborate in person 2 weeks per quarter. The main responsibilities include responding to customer inquiries via Zendesk, identifying, prioritizing, and escalating user-reported issues, improving team productivity, and creating individual OKRs. The role offers professional growth opportunities and a connected team environment.

Requirements

• Has excellent written and spoken English
• Has familiarity with both Microsoft Windows and macOS operating systems and can identify problems and replicate software glitches
• Has technical customer service experience and is familiar with ticketing tools like Zendesk and JIRA
• Demonstrates strong reading comprehension and attention to detail
• Genuinely likes to help others and demonstrates an understanding of what good customer support entails
• Fosters excellent communication skills with strong critical thinking and problem-solving skills

Responsibilities

• Respond to various technical and non-technical customer inquiries via Zendesk, assisting users with product-related issues and troubleshooting as required
• Identify, prioritize, and escalate user-reported issues, working closely with Engineering and Product teams
• Work closely with your quality assurance lead to meet ticket volume and quality requirements
• Improve the team’s productivity and ticket-processing efficiency by suggesting workflow improvements, identifying gaps, and creating content

Preferred Qualifications

Advantage but not required : Knowledge of console commands, terminal usage, SQL, and deployment/provisioning methods

Benefits

• Professional growth: We support professional development and advancement with training, coaching, and regular feedback
• A connected team: Grammarly builds a product that helps people connect, and we apply this mindset to our own team
• Increased fee: Grammarly generally offers a 50% increased fee to support agents available to render services for at least 3 hours, falling between 8 pm and 8 am CET, and a 100% increased fee to support agents available to render services between 8 pm and 5 am CET