Customer Support Specialist

Here’s why this role matters to us

Customer support specialists are the first and often the only point of contact for customers, significantly impacting brand reputation and loyalty. They provide essential feedback on product performance and customer needs, driving product improvement and innovation.

By efficiently resolving customer issues, they contribute to overall customer satisfaction and retention, ultimately impacting the company's bottom line.

A little bit about us 

Microblink is an AI company with expertise in computer vision. We create unique products and tools with the desire to make the future digital identity world a secure ‘no-fake-zone’, one verification at a time. Our teams in Zagreb, Sofia, and New York touch hundreds of millions of people every year, processing over 800M identity documents in more than 70 countries around the world.

Here’s what you’ll do:

• Provide customer support by answering customer technical and non-technical inquiries
• Work closely with the Revenue and P&E department to fix issues and bugs
• Allocate and coordinate incoming inquiries that do not fall within the scope of customer support to appropriate departments
• Regularly participate in calls and meetings with customers to facilitate the usage of Microblink products
• Analyze and reflect on the customer support process to seek improvement opportunities
• Monitor and implement appropriate customer support practices and trends to improve the customer journey and user satisfaction rates
• Create and maintain a customer support knowledge base
• Track public channels (Github, Stack Overflow, etc.) and answer or coordinate queries regarding Microblink products
• Independently generate license keys, required to use Microblink products, using internal tools
• Passive phone support - outside working hours and over the weekends - in coordination with the rest of the team

You'll be successful in this role if you:

• Have 2+ years of experience in customer support
• Are familiar with and understand the specifics of mobile and/or web application development at a basic level
• Have a strong customer-centric approach and mindset
• Like to get to the core of a problem, use analytical thinking, and explore various solutions
• You value an analytical and responsible approach to work while being able to prioritize well to appropriately escalate issues as needed
• Have an interest in technology and like to keep up with the latest trends
• Like to work in a team, but you’re also capable of working independently
• Have an outstanding command of spoken and written English
• Are able to work flexible hours and available for stand-by shifts

An additional plus is if you:

• Have experience working in the ICT industry (product-based company)
• Have experience working on a web (Javascript/Typescript) 
• Have experience with tools such as Docker platform and Postman
• Have experience with Salesforce Service Cloud and Jira or other proprietary issue-tracking product
• Know the basics of programming

Here’s what you’ll gain if you join us

• Microblink owes its success to its people. That is why we offer equity participation to all of our full-time employees so that we can grow together
• Unlimited PTO to have the flexibility to take time off as needed to maintain a healthy work-life balance
• Flexible work arrangement that allows you to work from anywhere and adjust your work schedule in a way that works for you
• If you are a modern technology lover, we feel you. That’s why we offer you an additional individual budget for the tech equipment of your choice
• We take special care of our parent-team members. Financial support during your parental leave, 100% paid sick leave to care for your kids, days off for important events like your kid’s 1st bday and their 1st days at school/kindergarten, the opportunity to work part-time for a full salary in the 1st month after coming from parental leave-just some of the benefits we offer to Microblink parents
• Plenty of opportunities to learn and develop your skills through a challenging working environment
• Together with us, you will build extraordinary and future-oriented digital identity products for millions of end-users on all continents with constant growth!

At Microblink, we nurture a culture that recognizes and rewards success, and is not afraid to try, fail and learn from mistakes. Find out what it feels like to work at Microblink

How can you join us?

If this role intrigues you, do not hesitate to hit the apply button and send us your resume. We are excited to meet talented people even if you don’t feel that you match 100% of the requirements. 

So don’t let that discourage you - get in touch with us and we promise to get back to you.

Disclaimer: For this position, we are focusing on candidates located primarily in Zagreb (Croatia).