Technical Support Specialist
1 month ago
At Keepit, we're shaping the future of cloud data protection on a global scale. Our platform provides customers with the best cloud backup solution in the market, designed to protect them against everything from ransomware to simple accidents.
We're looking for a skilled Technical Support Specialist to join our 24/7 Support team. You will work up to 170 hours per month, or up to 40 hours per week, on a shift schedule, and should expect to sometimes work on holidays but can always trade shifts with your colleagues.
The successful candidate will be responsible for creating and dispatching tickets, responding to user questions via tickets, phone, and chat, analyzing and fixing problems, solving technical issues related to our cloud platform and backup solution, and documenting and reporting bugs identified through customer interactions.
You will also guide customers through basic configurations and steps, establish trustworthy relations, and increase customer satisfaction. Additionally, you will collect valuable information and feedback from customers which can be used for the continuous improvement of our products and services.
As a Technical Support Specialist at Keepit, you will have the opportunity to share information regarding recent fixes and best practices in a proactive manner. We offer a fair and transparent recruitment process, including a recruitment interview, CV screening, technical interview, and technical assignment.
We assess candidates according to the following criteria: Communication & language, Tech Savvy, Technical Support, and Collaboration. If you're passionate about customer service and have excellent communication skills, this could be the perfect role for you.
Key Responsibilities:
- Creating and dispatching tickets
- Responding to user questions via tickets, phone, and chat
- Analyzing and fixing problems
- Solving technical issues related to our cloud platform and backup solution
- Documenting and reporting bugs identified through customer interactions
- Guiding customers through basic configurations and steps
- Establishing trustworthy relations and increasing customer satisfaction
- Collecting valuable information and feedback from customers
Requirements:
- Customer support experience in the IT sphere
- Familiarity with Ticketing Systems like Freshdesk, Zendesk, or Jira/Confluence
- Advanced level of English
- Good communication skills and ability to convey complex information effectively
- Being accurate in details
- Being capable of answering questions
- Proven ability to investigate and troubleshoot technical issues
Benefits:
- Official employment contract
- 4 additional working days of vacation leave per full calendar year
- 3 days of internal sick leave without a doctor's note
- Health and Life Insurance
- Employee Capital Plan (PPK)
- Multisport card compensation
- Coverage of professional training sessions, meetups, etc.
- English-speaking club with native speakers
- Polish language classes
- Internet and Glasses reimbursement
- Cosy office in Krakow city centre with beverages, fruit, and cookies
- Winter and summer parties, events, team-buildings
We estimate the salary for this position to be around €30,000 - €45,000 per year, depending on experience. We are committed to providing a supportive and dynamic work environment where you can grow professionally and personally.
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