Job description
ShortPoint is looking for an experienced support professional to join our amazing, rapidly growing, quickly developing and highly motivated international team.What you will do:– Work a lot with our product, ShortPoint, to reproduce customer issues, help customers to solve technical queries and answer product-related questions.- Handle incoming support tickets from our support system (powered by Freshdesk), provide customers with the solutions within our SLA.- Answer incoming chat conversations (powered by Freshchat).- Connect remotely with customers to review issues on their environments and help them resolve these issues.- Escalate customer requests to senior technical engineers in case the issue needs additional technical investigation.- Provide authentic and complete information to the customer regarding the issues raised.- Report issues you have encountered in the product to our QA team and product developers.- Write support articles to expand our knowledge base.- Collaborate, share your findings with the team, communicate, brainstorm and have lots of fun:)- Travel and celebrate our culture in meetups, where you will get to know the team personally, work in the office and participate in entertaining team activities.
Remuneration package:Salary commensurate with experience
Benefits and Culture:
- Flexibility in vacations
- Flexible working hours
- Working remotely
- Team building and activities (COVID 19 will not last forever)
- Very dynamic culture and everyone is super passionate
- Employer sponsored healthcare and retirement plan.
Requirements
Candidate should:
- Have strong English verbal and written communication skills, good grammar
- Be able to write high-quality technical texts, be concise and clear in providing written instructions
- Be attentive to details
- Have at least 2 years of experience in a similar position
- Be able to learn a lot of new information about the product and platform
We would love if you also:
- Have experience with Microsoft SharePoint
- Know the basics of web development (HTML, CSS and JS)
- Have previous experience in technical writing
- Put the key word ‘excited’ in the end of your cover letter so we know you had patience to read this job description till the end.