Customer Support Representative

20 hours ago

Remote Kyiv Kraków Warszawa, Czech Republic Railsware Full time

Requirements 2+ years of experience in technical/product support for a SaaS product Advanced English skills, both written and spoken Ability to investigate, reproduce issues, and dive deep into the product Strong analytical thinking with an understanding of customer needs and data challenges to offer the best solutions Ability to proactively guide customers toward data-driven success Willingness to conduct independent investigations to determine the root causes of problems Experience working with support ticket management software (e.g., Help Scout, Zendesk) or other Strong ability to multitask and prioritize effectively High attention to detail and accuracy Flexibility and ability to adapt quickly and learn new tools Effective teamwork and communication skills Would be a plus Bachelor’s or Master’s degree in a tech field Experience using billing systems, ex. Stripe, CRM systems Knowledge of data analytics and reporting tools, such as Google Sheets, Looker Studio, Power BI, or other BI tools Familiarity with Coupler.io or similar platforms Experience with Jira administration and task management tools Background in working with data or analytics-related roles We’re looking for an enthusiastic and responsible professional to join our team and provide customer support for Coupler.io. In this role, you’ll be the main point of contact for customers, resolving requests and ensuring the best communication experience. Our products now have more than 2M+ signups and are constantly growing. Join the team of professionals who strive to create meaningful products and provide end-to-end support for their customers. 📌This is a remote position with a fixed schedule. Please apply only if you can commit to this schedule.5 pm — 1 am UTC, with regular weekends on Saturday and Sunday.Please note: once every two weeks, you’ll be scheduled to work on a Saturday or Sunday as part of a rotating shift. If this sounds like a good fit, we’d love to receive your CV ,[Manage customer support requests and respond in a timely manner via email, Provide hands-on support and troubleshooting by handling technical customer queries, debugging issues, and guiding users through setup, Independently solve clients' requests and issues, Engage proactively with customers by assisting with onboarding, user adoption, and retention strategies to ensure they get the most value from the product, Ensure all issues are properly logged, Prioritize and manage multiple open issues simultaneously, If necessary, initiate collaboration with the Product Owner or Development Team to find possible answers and/or workarounds to suggest to customers, Maintain a high-quality support service by actively contributing to the improvement of established processes, Contribute to the development and maintenance of our knowledge base by creating and updating support articles and documentation, Take part in support calls occasionally] Requirements: Technical Support, Product Support, Help Scout, Zendesk, SaaS, CRM, Looker Studio, Power BI Tools: . Additionally: Flat structure, International projects, Home office, Training budget, Private healthcare, Free coffee, Canteen, Bike parking, Free snacks, Free beverages, Free parking, Modern office, No dress code.

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