Customer Support Analyst (only Ukraine location) (offline) $700-1000

We are looking for a Support Analyst to assist our customers with problems
when using FORM applications. Customer Support Specialist responsibilities
include resolving customer queries, recommending solutions, and guiding users
through features and functionalities.

Requirements:
— Must have advanced English;
— 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;
— 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, GotoMeeting, WebEx, Zoom);
— Experience using common software (MS Office Suite — Word, Excel, Outlook).


Beneficial would be:
— 1 year of experience on Customer Support Analyst\Representative position;
— Experience in B2B Clients and Enterprise solutions support;
— Experience in writing test documentation: checklists, bug reports, test case;
— Experience in working with browser development tools: Chrome DevTool,
Firebug;
— Basic knowledge of API;
— Basic knowledge of CSS/HTML;
— Experience working with offshore technical teams.

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.


We Offer:
— Challenging and exciting work;
— Ability to work remotely;
— Flexible schedule;
— 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.

Working Shifts by Kyiv time:
08.00 — 16.00
10.00 — 18.00
14.00 — 22.00
17.00 — 01.00
00.00 — 08.00

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/