The Form Group

Support Analyst

Posted 13 Days Ago

Be an Early Applicant

2 Locations

Remote

1-3 Years Experience

eCommerce • Mobile

The Role

Join our technical support team as a Support Analyst to provide customer assistance, troubleshoot technical issues, and facilitate product defect documentation. Remote work flexibility and growth opportunities available within a collaborative team environment.

Summary Generated by Built In

Join Our Dynamic Technical Support Team at FORM!

Are you passionate about problem-solving and have strong communication skills in English and Polish? We are looking for a new member to join our technical support team! If you thrive in a dynamic environment and are eager for interesting tasks and growth opportunities, we want to hear from you.

Work Schedule:- Flexible hours with shifts including: 1PM — 9PM; 9AM — 5PM; 4PM — 12AM Warsaw time.

Our recruitment process consists of the following stages:

1) HR interview;

2) a test task to familiarize yourself with the product;

3) final interview with the Team Lead;

4) offer!

If you meet these qualifications and are ready for a new challenge, apply today to join our team and make a difference!

Why You’ll Love Working with Us:

Comprehensive Onboarding: Enjoy mentoring support, detailed product training, clear tasks, and extensive documentation.
Collaborative Team: Join a driving team, always ready to help and support each other.
Challenging and Exciting Work: Engage in meaningful tasks that challenge and excite you.
Growth Opportunities: Fast-track your career growth within our company.
Fully Equipped for Success: We provide all necessary equipment for your work.
Remote Work Flexibility: Enjoy the convenience of remote work.
Social Benefits: Including a robust health insurance package.
Direct Contract with a US-Based Company: Gain international experience and connections.

Key Responsibilities:

Respond to incoming customer queries via chat, email, or phone.
Identify customer needs and provide troubleshooting assistance.
Analyze, replicate, and document product defects by testing different scenarios.
Update internal databases with technical issue details and customer interactions.
Escalate issues to technical teams when necessary for resolution.
Conduct training sessions for new customers.
Share feature requests and effective workarounds with team members.
Follow up with customers to ensure their issues are resolved.
Gather and communicate customer feedback to Product, Sales, and Marketing teams.

What We’re Looking For:

Advanced English (Speaking and Writing): Exceptional communication skills in English.
Intermediate Polish (Speaking and Writing): Proficiency in Polish to handle customer interactions.
Experience: At least 1 year of experience in a Customer Support Analyst/Representative role.
Communication and Problem-Solving Skills: Excellent abilities to communicate clearly and solve problems efficiently.
Multi-Tasking and Prioritization: Ability to handle multiple tasks and prioritize issues effectively.
Customer Complaint Handling: Proven experience in managing and resolving customer complaints.
Technical Proficiency: Familiarity with MS Office Suite (Word, Excel, Outlook) and a basic understanding of client-server applications.
Help Desk and Remote Support Tools: Knowledge of tools like Zendesk, GotoMeeting, WebEx, and Zoom.
Client Escalation Management: Ability to handle client escalations and serve as the main communication point with clients.

Additional Skills That Would Be Beneficial:

Browser Development Tools: Experience with Chrome DevTool and Firebug.
Offshore Technical Teams: Experience working with offshore technical teams.
B2B and Enterprise Solutions Support: Familiarity with B2B clients and enterprise solutions.
Test Documentation: Experience in writing checklists, bug reports, and test cases.
Basic Technical Knowledge: Understanding of CSS/HTML and APIs.