Software Support Analyst

We are looking for a Support Analyst to assist our customers with problems when using multiple FORM applications. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding users through features and functionalities. 

Requirements:

• Advanced English. 
• Advanced Polish. 
• 1 year of experience on a Customer Support Analyst\Representative position. 
• Experience in B2B Clients and Enterprise solutions support. 
• Excellent communication and problem-solving skills. 
• Strong desire to be helpful. 
• Ability to multi-task and prioritize issues. 
• Customer-focused, experienced in handling issues and or customer complaints. 
• Excellent written and communication skills. 
• Experience using common software (MS Office Suite — Word, Excel, Outlook). 
• Experience in writing test documentation: checklists, bug reports, test case.
• Experience in working with browser development tools: Chrome, Firefox, Safari. 
• Basic understanding of how client-server applications work.
• Track and document issue details, troubleshooting steps, resolutions, and root causes as tickets. 
• While you will work set hours, you are ok with a schedule that is late into the evening, the schedule is Monday - Friday.
• You are a team player who exudes a team mindset, always looking for ways to support your coworkers and contribute positively to morale. 
• You are comfortable working on phones, email, and chat channels. 

Additional Skills That Would Be Beneficial:

• Basic knowledge of Looker and Salesforce. 
• Basic knowledge of Zendesk and/or other CRM.
• Experience working with offshore technical teams. 
• Ability to handle Client escalations and act as a main communication point with Clients. 

Key Responsibilities:

• Respond to incoming customer queries via phone, email, or chat; phones being very important.
• 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 offshore teams for technical issue resolution.
• Share feature requests and effective workarounds with team members and/or clients.
• Follow up with customers to ensure that their technical issues are resolved.
• Gather customer feedback and share with leadership.

We offer:

• Challenging and exciting work.
• Ability to work remotely.
• Social package including medical health insurance.
• Competitive compensation level based on the level of knowledge and experience.
• 20/26 days per year of vacation and additional sick days, flexible PTO.




Working Schedule:

• Monday - Friday, 40 hours per week without night shifts.
• Please note: The initial training period will last 6-8 weeks and will take place from 8:00 AM to 4:00 PM MST. Once training is complete, the regular working schedule will be 9:00 AM to 5:00 PM CET.