Product Support Specialist

2 weeks ago


Remote Kyiv Kraków Warszawa, Czech Republic Railsware Full time
About the Role

We are seeking a skilled Product Support Specialist to join our team at Railsware. As a Product Support Specialist, you will be responsible for providing top-notch customer support for our products, including Mailtrap.io, Coupler.io, and TitanApps.

Key Responsibilities:

  • Provide timely responses to customer support requests via email and chat support for Mailtrap.io clients on paid subscription.
  • Verify accounts for spam/phishing prevention.
  • Independently solve client's requests and issues.
  • Answer non-standard questions and investigate possible solutions.
  • Ensure all issues are properly logged.
  • Prioritize and manage several open issues at the same time.
  • Initiate collaboration with the Product Owner or Development Team in search of possible answers and/or workarounds that can be suggested to a customer.
  • Follow up on support requests to make sure that a client manages to resolve the problem.
  • Follow up to see if the customer is happy about the level of support services provided by Railsware.
  • Encourage happy clients to rate and leave feedback on the corresponding Marketplace platforms.
  • Contribute to the development and maintenance of our knowledge base by creating and updating support articles and documentation.
Requirements
  • Technical Support experience.
  • Product Support experience.
  • Experience with Help Scout, Zendesk, or other support ticket management software.
  • CRM Tools experience.
About Us

Railsware is a company that strives to create the best products and provide end-to-end support for their customers. We are currently looking for a support specialist who will be assisting our clients in the European time zone.



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