EndereçoWe are searching for a resilient Technical Support Specialist to join our high calibre team at AppFollow in Brasil.
Growing your career as a Full Time Technical Support Specialist is a great opportunity to develop relevant skills.
If you are strong in decision-making, presentation and have the right commitment for the job, then apply for the position of Technical Support Specialist at AppFollow today!
About AppFollow
AppFollow is an App Reputation management platform. Our main goal is to ease the everyday routines of app developers, product managers, marketing teams, customer support, etc. AppFollow is a platform we bring to our users all around the globe so they can become more productive and grow their app’s businesses using our products.
AppFollow headquarters are based in Helsinki, but the whole team works remotely. At present, our company boasts a cadre of more than 80 experts operating from different countries
About the Support team
The AppFollow Support team delivers solutions, troubleshoots issues, and provides an over-and-above positive experience for customers all over the world.
Support Specialists are responsible for working directly with our customers to help them set up and use AppFollow, answer product questions, track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our Product, Sales, Customer Success, and Engineering teams.
About the Role
Job type: Full-time
Location: Remote
Schedule: 8 working hours Mon-Fri + 1 hour lunch break; daytime schedule, GMT+3
Reporting to the Head of Customer Support, you'll take care of 10-12 customers per day to ensure that any technical or operational issues our customers face are quickly resolved. While being a proactive support team, we identify what our customers are trying to do and offer the correct workflow solution and not just answer their immediate questions.
You will assist customers in Zendesk email, Zoom, and Slack community, troubleshooting and investigating customer's issues and making decisions as to when a concern may need further escalation to our Engineers. You'll also communicate with the other departments to provide a seamless customer experience. As you solve problems, you will communicate any relevant information to additional teams that may be impacted by these changes.
We are looking for a Tech Support Specialist who thrives in a dynamic fast-paced environment and has a background as a customer support professional in SaaS B2B. We need an excellent writer and communicator, familiar with conveying technical information in terms that are easy for direct reports to understand.
The Tech Support Specialist will work closely with both L1 and L2 Support teams, along with Product teams as a key part of the feedback loop on new product developments, driving further innovation. You should enable our growing Customer Success and Sales teams with reliable, up-to-date how-to documentation and FAQs on AppFollow’s innovative products.
We’re looking for:
2-3+ years in Technical Support (client-facing roles, preferably B2B)Excellent communication skills in English (C1+), any other languages are beneficial, but not necessary
Exceptional communication, and negotiating skills to liaise effectively with other teamsOrganizational skills with the ability to prioritize workload, multi-task, high accountability, and excellent attention to detail
Mentoring skills to inform, advise, and help with personal development
Capability to thrive in a fast-paced environment
Forward-thinking approach with the ability to problem-solving complex issues, and build new processes to drive shared goals across internal and external teams
Experience with SaaS companies and startups is a plus
Solid Zendesk experience
API knowledge
Your activities will include
Answer escalated email tickets from L1 support, and help customers
Identify customer needs and help them use or set up specific features within a Zoom call
Anticipate customer needs (using monitoring and alerting system) and effectively addressing concerns related to their issue or resolution
Work with our engineering team for Technical Support escalations; manage incidents, including managing communication with stakeholders and coordinating with development teams
Test new and updated features when a customer complaints that it doesn't work properly and identify cases that need to be escalated to QA or Engineering team, and escalate effectively
Work effectively across Engineering, Product, Sales, and Success teams to promote problem-solving, spur innovation, connect teams to the bigger picture, and boost learning and skills-sharing
Follow up with customers to gauge their satisfaction with problem resolution identifying problem areas and implementing corrective actions
Collaborate with the L1 Support team to streamline escalations between L1 and L2
Update Status Page to inform customers about technical problems
Help other teammates in Slack channel by answering questions about product functions or escalate bugs to Engineering or QA team from those Slack channels
Help in building scalable standards and procedures within the Customer Support teams; manage and improve those standards
Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together; empowering the team to perform at their highest level
Update our external and internal databases with information about technical issues and useful discussions with customers
Benefits we offer
Full-time remote job. Though you’re always welcome to meet in a co-working with the colleagues who live in the same location as you
Stock option
25 days of paid vacation. Take the time you need to stay charged. By prior agreement, you can have days off for special occasions
Paid corporate meet-ups. We get together at various locations to work and spend time together offline. We bear all the travel costs for your accommodation, flights, lodging, and other business travel expenses
Health insurance
You’ll have executive-level visibility into how the company is running and performing
We’re always ready to provide dedicated support and fast-track your on-boarding, give you the tools you need to be successful
The biggest benefit is our awesome AppFollow team. We're a team of open-minded and friendly highly-skilled professionals that enjoy creating a great product, growing together, and supporting each other. Jump onboard!
Please, attach your CV in English
AppFollow focuses on representation, fairness, and equal opportunities for all genders, gender identities, ethnicities, nationalities, sexual orientations, religions, disabilities, and ages. We aim to establish and maintain a welcoming and supportive workplace that offers equal growth and development opportunities for all team members across the company. AppFollow is a multicultural company with people from around the globe with different cultures and backgrounds. We expect every team member to be understanding of our differences, respectful, friendly and open. Integrity is essential to creating a welcoming workplace for all, protecting our reputation for each other and for the future of the company. We expect every single team member to commit to the AppFollow culture. We believe in respect, taking care of one another, trust, collaboration and kindness.
#J-18808-LjbffrBenefits of working as a Technical Support Specialist in Brasil:
● Opportunity to Make a Difference
● Continuous Learning Opportunities
● Leading Industry Pay
● Remote Work opportunity
