Technical Support Representative (offline)

The opportunity

At Grammarly, we believe that everyone should be heard and understood. We know that clear and effective communication improves people’s lives. We also know that we want to help everyone improve their communication. That’s why we’ve built an AI-powered communication assistant—to help the world’s 2 billion English speakers feel heard. So far, we’ve created a product that reaches 20 million people every day. Join us to reach the next 100 million.

The team

Our Customer Support Team provides timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. We are looking for a highly motivated, goal-oriented individual who will support the Tier 1 and 2 support team and will work as a liaison between the engineering and support teams.

Your impact

Process technical and nontechnical support tickets and find a way to decrease ticket processing time.
Investigate user issues that happen in production.
Create and maintain documentation for the knowledge base.
Help prioritize issues by analyzing the severity of bugs.
Improve the team’s productivity and efficiency.

This is the right opportunity for you if

You embody our E.A.G.E.R values (Ethical, Adaptable, Gritty, Empathetic, and Remarkable).
You have at least one year of previous technical support experience.
You demonstrate understanding of what good customer support entails.
You have good written and spoken English.
You know how to diagnose issues and reproduce bugs.

It will be a plus if you have

Basic knowledge of SQL, HTML, CSS, JS, HTTP, proxy servers, terminal/command prompt.
Experience using MS Windows and macOS.

It almost goes without saying that we’ll offer you

Big goals, challenging work, fast learning cycles, practical training, and meaningful feedback.
Project exposure and ownership that impact our world, users, product, colleagues, and business.
Healthcare, parental leave, and PTO plans, 401K, plus a monthly gym reimbursement. 
Our commitment to diversity

The diverse experiences, ideas, and identities of Grammarly’s team members help us make better decisions and drive great results for our users. We foster an inclusive work environment that welcomes team members of all backgrounds and perspectives. As an equal opportunity employer, we evaluate candidates based solely on talents, skills, and knowledge. Grammarly participates in E-Verify.

About Grammarly

Grammarly’s writing assistance technology is used by 30,000 teams and 30 million people every day. Founded in 2009, Grammarly uses a combination of technological approaches and human expertise to offer unmatched, market-leading communication support to individuals and enterprises. Our AI-powered suggestions help people write with confidence and help businesses achieve better results by providing feedback on their writing, wherever it’s happening. Grammarly team members use advanced machine learning to break new ground in natural language processing that analyzes written sentences to understand context and tone. Grammarly Premium elevates communication for individual students and professionals, Grammarly Business drives organizations of all sizes to accelerate business results, and Grammarly for Developers empowers builders to enhance the communication experience for their end users.

We’re growing our values-driven team to support our expanding user base! Grammarly is one of TIME’s 100 Most Influential Companies, one of Fast Company’s Most Innovative Companies in AI, a member of the Forbes Cloud 100, and one of Inc.’s Best Workplaces. We operate with a remote-first hybrid work model, meaning we primarily work from home and meet for in-person collaboration at our hubs in Kyiv, San Francisco, New York, Vancouver, and Berlin, or in a shared workspace in Krakow, as conditions allow. Team members can work in the United States, Canada, Ukraine, Germany, Poland, and Portugal.

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

DOU company page:
https://jobs.dou.ua/companies/grammarly/