Software Support Analyst

We are looking for a Software Support Analyst to assist our customers with problems

when using FORM applications. Customer Software Support Analyst responsibilities

include resolving customer queries, recommending solutions, and guiding users

through features and functionalities

Requirements:

• Must have advanced English.

• Must have customer service experience and be customer focused, experience in handling technical issues and or customer complaints;

• Excellent communication and problem-solving skills;

• Strong desire to be helpful;

• Ability to multi-task and prioritize issues;

• Excellent written and communication skills;

• Basic understanding of client-server application work;

• Ability to handle Client escalations and act as a main communication point with Clients;

• Knowledge of the help desk software, and remote support tools (i.e. Zendesk, ServiceNow, Microsoft Office systems, Salesforce , Zoom);

• Experience using common software (MS Office Suite — Word, Excel, Outlook).

Additional Skills That Would Be Beneficial:

• 1 year of experience on Customer Support Analyst\Representative position;

• Experience in B2B Clients and Enterprise solutions support;

• Experience in testing: checklists, bug reports, test case;

• Experience in working with browser development tools: Chrome DevTool, Firebug;

• Basic knowledge of API.

• Experience working with offshore technical teams.

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;

• Direct contract with US-based company;

• Competitive compensation level based on the level of knowledge and experience;

• 20 days per year of vacation and additional sick days, flexible PTO

• Working Weekday Shifts (2):

• Monday- Friday 6am-2pm(MTS), 2pm-10pm Warsaw time

•  

• Working Weekend Shift by Warsaw time:

• 8 hours ahead of Denver

• Onboarding hours: up to 6 weeks working 3pm-11pm

• Monday- Friday 6am-2pm(MTS), 2pm-10pm Warsaw time

• Schedule is non-negotiable.

60,000 zł - 80,000 zł a year