Customer Support Analyst (offline)

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding users through features and functionalities.

Requirements:
— Advanced English;
— 1 year of experience on Customer Support Analyst\Representative position;
— Experience in B2B Clients and Enterprise solutions support;
— Excellent communication and problem-solving skills;
— Strong desire to be helpful;
— Ability to multi-task and prioritize issues;
— Customer focused, experience in handling issues and or customer complaints;
— Excellent written and communication skills;
— Experience using common software (MS Office Suite — Word, Excel, Outlook);
— Experience in writing test documentation: checklists, bug reports, test case;
— Experience in working with browser development tools: Chrome DevTool, Firebug;
— Basic understanding of client-server applications work;
— Basic knowledge of CSS/HTML;
— Knowledge of the help desk software, and remote support tools (i.e. Zendesk, GotoMeeting, WebEx, Zoom).

Beneficial would be:
— Basic knowledge of API;
— Experience working with offshore technical teams;
— Ability to handle Client escalations and act as a main communication point with Clients.

Responsibilities:
— Respond to incoming customer queries via phone, email or chat;
— 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;
— Provide trainings to new customers;
— Share feature requests and effective workarounds with team members;
— Follow up with customers to ensure that their technical issues are resolved;
— Gather customer feedback and share with our Product, Sales and Marketing teams;
— Work set hours: 2pm-10pm in Ukraine.

We Offer:
— Challenging and exciting work;
— Ability to work remotely;
— Convenient coworking space just a few minutes from the subway (right after the quarantine);
— Social package including health insurance;
— Direct contract with US-based company.

About Form.com

FORM powers the world’s 2 billion mobile workers as they change companies and industries for good, with mobile technology that improves execution from the frontline. FORM activates and connects teams in the field — with leaders, missions, and each other — so they can deliver success in the enterprise. The FORM field execution platform serves as a digital assistant for frontline teams by guiding daily tasks, streamlining data collection, facilitating real-time communication, and providing leaders with real-time intelligence to drive faster actions and better decisions. FORM offers the world’s only integrated task management and image recognition platform and enables smart audits on more display types than any solution in the market, plus industry-leading field communications and photo reporting capabilities. FORM solutions have been deployed by Fortune 500 companies around the world.

FORM offers competitive salaries and full benefits for full-time employees and is an Equal Employment Opportunity (EEO) employer—welcoming all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.

Company website:
https://www.form.com/

DOU company page:
https://jobs.dou.ua/companies/form-com/