Technical Customer Support

Task details
Posted on ožu. 17., 2022
5 days
$1700.00 per month (Negotiable)
Full Time
Skills Required
  • Tech Support

To achieve their goal of doubling their revenue this year, our client is looking for a great Technical Customer Support individual who will focus on initiatives like customer success calls and customer on-boarding.

The key focus of your role will include converting trial users into successful clients, ensuring client success and product stability through testing.


More specifically, in this role you will:

  • Solving customers’ problems with the best solution possible (including workarounds) through email and occasional video calls.
  • Develop a deep understanding of how the company works → you will become an expert, knowing the system inside out.
  • Investigate the user’s key objectives, and drive their adoption of their functionalities beyond what is expected
  • Test new features to make sure they won't create problems in support
  • Provide training and continued support through highly effective relationship management, centred around the customer experience.
  • Write technical documentation for users & database
  • Interact with the current Support staff on a daily basis
  • Interact with and report to the CEO, who is leading the support department at the moment


Tools QuickMail team uses to manage work & communicate:

  • HelpScout → managing tickets
  • GitHub → logging and tracking development tasks
  • Slack → team communications


As the next Customer Support, you need to have:

  • 2 years previous experience in a customer support role (online or offline)
  • Experience handling complicated software & love of technical things
  • Experience supporting development with testing
  • Empathy & ability to put yourself in the shoes of the user
  • Results-oriented mindset & problem-ownership attitude
  • Excellent problem-solving skills (strong critical thinking)
  • Excellent attention to details
  • Ability to understand technical concepts well
  • Willingness to act in the company’s best interest & to be exposed to the business side
  • Good tech equipment & fast internet

Brownie points for experience with small coding projects.


What’s in it for you?

  • $1500 - $2000* per month to be paid in your currency of choice
  • Long-term full-time role
  • Fully remote role → work from anywhere in the world as long as you have a strong and stable internet connection
  • Working hours during US - EST time zone (up to 9 PM CET) a few times a week
  • Work in an amazing company with a winning culture: no politics & open books
  • Learn about the business side and get to know the financials as we practice open-book management.
  • Flexible vacations & 13th salary when the goals are hit
  • Opportunities for further professional development, such as building the CS department
  • Team retreat once or twice per year (with potential mini-retreats depending on your location!)

*Please note that this is a gross salary and that you are responsible for any tax-related procedures in your country of residence. We kindly ask you to apply only if you are happy to work remotely as an independent contractor.



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