Introduction to the Company

Proxyrack is a provider of proxy solutions designed to help businesses and individuals enhance their online data-collection capabilities. With a vast network of residential and data center proxies, Proxyrack offers reliable and flexible services that cater to various needs such as web scraping, market research, ad verification, and bypassing geo-restrictions.

At Proxyrack, we are dedicated to fostering innovation and creativity within the tech industry. Our commitment to autonomy is reflected in our core values and the dynamic team we build. We believe in empowering our employees to own their roles, speak their minds, and strive for accuracy over speed. If you're passionate about making a difference and eager to bring your ideas to life, you'll find a home here.

Company Core Values

Own Your Role: Take the foundations given to you and make the role yours. Drive your projects forward with your own ideas.
Speak Your Mind: Your opinions are valued. Feedback flows freely and openly in all directions.
Accuracy Over Speed: Take the time to properly think through and analyze projects. Collaborate and aim for the best possible results.
Try Stuff: Experiment and learn from mistakes to continually improve.

Overview of the Role

We’re looking for a Technical Customer Support Agent with a strong understanding of the proxy industry and SaaS operations. As the first point of contact for our users, you will provide exceptional support while proactively identifying opportunities to improve user satisfaction through cross-selling and upgrades. If you're customer-focused, technically skilled, and eager to contribute to a growing company, this role offers an exciting opportunity to make a significant impact.

Responsibilities & Functions:

Provide technical support to users via Intercom and all other tools available (WhatsApp, Facebook, etc.), resolving inquiries efficiently and professionally.
Manage customer support tickets, ensuring timely responses and resolutions.
Customer Onboarding: Guide new customers through the onboarding process, ensuring they understand how to use the product/service effectively.
Build and maintain relationships with users by understanding their needs and ensuring satisfaction.
Use automation tools within Intercom to streamline support processes and improve response times.
Create, maintain, and update automation and workflows within Intercom to streamline support processes and improve efficiency.
Identify cross-selling and upgrade opportunities, proactively suggesting solutions that add value to users.
Document recurring issues and user feedback to contribute to product improvement.
Stay updated on industry trends and company offerings to provide accurate and up-to-date support.
Ensure key performance indicators (KPIs) are consistently met, proactively developing initiatives to improve performance metrics.

Requirements

Proven experience in a technical customer support role, preferably in a SaaS company.
Knowledge of the proxy sector or related industries is highly desirable.
Expertise in using Intercom to manage support tickets, automation, and communication workflows.
Strong problem-solving skills and technical aptitude to troubleshoot proxy-related issues.
Excellent communication skills, both written and verbal, with a customer-centric approach.
Ability to work independently and thrive in a remote, asynchronous environment.
A proactive mindset with a commitment to continuous learning and improvement.
Experience with or willingness to engage in cross-selling, upselling, or sales-focused customer interactions.

The ideal candidate will be:

Trustworthy and self-motivated.
Eager to contribute new ideas and make a difference.
Capable of handling and giving constructive feedback.
Honest about mistakes and willing to learn from them.
Proactive in identifying problems and finding solutions without shifting responsibilities to others.
We’re a distributed team working in multiple time zones, so excellent documentation and communication skills are paramount.

Benefits

A remote-first work environment with flexibility and autonomy
Asynchronous communication environment
This is a full-time, long-term independent contractor position
2 weeks of paid time off (PTO)
10 sick days
12 days holidays according to your country
Opportunities for growth as the company expands

If you’re looking for a long-term position where you can grow, innovate, and make a significant impact, we encourage you to apply!

Proxyrack asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact Proxyrack directly.

Technical Customer Support Agent