A US software product company that creates no-code business automation solutions, from document workflows and contracts to eSignatures and payments.
24 січня 2024

Customer Support Representative (вакансія неактивна)

Київ, Вроцлав (Польща)

At airSlate, our journey began in Boston, USA, in 2008. What started as a single product with 3,000 customers has grown into an influential tech company with 1000+ team members across six offices worldwide. In 2022, airSlate reached a total valuation of $1.25 billion and became a ’Unicorn 🦄’. But even as we scale, team members remain our most valuable asset. That’s why we’ve built a company that excites people about their work.

We develop products that serve over 100 million users with no-code workflow automation, electronic signature, and document management solutions. The company’s portfolio of award-winning products, signNow, pdfFiller, DocHub, airSlate, Instapage, and US Legal Forms, empower teams to digitally transform the way their organizations run.

About pdfFiller team:

We are a passionate and ambitious team of 120+ people on a mission to succeed with our online PDF creator and editor — pdfFiller.

pdfFiller empowers over 10 million users every month to create and edit PDFs, send them for signing, and securely store documents within a single application. Offering unlimited storage, unlimited templates, and cross-platform integration, pdfFiller is the only PDF editor needed to get your document done.

And now, we are looking for a Customer Support Representative who is prepared to contribute to the next chapter of our company’s growth.

We’re looking for a customer service driven IT Support Specialist that is passionate about finding solutions to difficult problems. You will work alongside other Support Specialists and report to the Support Manager.

You must be efficient, detail-oriented and great at prioritization. To be successful in this role, you should also be a great communicator as you will be the first line of defense for our users’ needs. Your typical day will start with US prime time and will be filled with monitoring a ticket/chats/calls queue, ensuring we’re hitting key metrics, and establishing our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

What you’ll be working on:

    • Resolving all types of support issues received via ticketing system, chat or phone;
    • Managing issue tickets via Jira, communicating with the Development and QA to resolve these issues in a timely manner;
    • Support customers by providing helpful information, answering questions, and responding to complaints;
    • Being the front line of support for clients and customers, help ensure they are satisfied with products, services, and features;
    • Manage large amounts of incoming inquiries;
    • Identify and assess customers’ needs to achieve satisfaction;
    • Build sustainable relationships of trust through open and interactive communication;
    • Meet personal/team targets;
    • Follow communication procedures, guidelines and policies;
    • Go the extra mile to engage customers.

What we expect from you:

    • Experience 2+ years on a Support Specialist position in IT company;
    • Customer service skills and passion for helping others;
    • Fluent English, excellent grammar and writing skills;
    • Excellent communications skills;
    • Technical background is a plus;
    • Flexibility in work hours to accommodate the US market.

What helps you rock:

    • Knowledge of MySQL or other relational DB;
    • Experience with bug tracking systems (i.e. Jira);
    • BA degree in Computer Science or Software Engineering;
    • Fluent Ukrainian language;
    • Solid technical escalation handling skills, troubleshooting, and reproduction abilities.
    • Experience collaborating with developers;
    • Experience with Product Demos.

With us, you will grow professionally by doing work you are proud of and collaborate with a motivated and diverse team🚀

What we offer:

— Flexible work environment — We value the advantages of in-person collaboration and prioritize work from our offices in Wroclaw or Bialystok. However, we also provide flexible work arrangements to accommodate remote or hybrid options and flexible scheduling.

— Professional growth opportunities — We are committed to ongoing improvement and welcome those passionate about learning. We cover professional development courses, conferences, literature, English classes, and more for each team member.

— Health and well-being — We prioritize the health and well-being of our team. This is why we provide a Luxmed subscription, a multisport card for every team member, access to the office’s massage room, free lunches, and healthy in-office snacks to sustain your energy.

— Bonuses and compensation — On top of a competitive base salary, our team members are eligible for monthly performance bonuses of up to 10%, determined by their achievements, time commitment, and dedication.

— Stock options — At airSlate, our team members are more than employees; they’re business partners. We issue stock options that grant ownership in the company, allowing everyone to share in its growth.

— Open communication — We encourage transparent communication from all team members at airSlate. Feel free to share your thoughts, ideas, and concerns with our management team, CEO, any member of our leadership team, or any team lead at any time.

We are proud of:

— airSlate Care for Ukraine — With a significant number of our team members in Ukraine, our foremost concern was ensuring their safety by providing both financial and logistical assistance to them and their families. What started as an immediate response has evolved into a cornerstone of the airSlate charity program. We match donations contributed by our team members, offer humanitarian aid to those affected by the conflict, distribute food packages to seniors, and support animal shelters. Our commitment remains steadfast in working towards restoring peace to Ukraine.

— airSlate Junior Club — Our sense of family extends beyond our team. All team members with children gain access to the airSlate Junior Club, featuring engaging events such as cooking classes, creative activities, and educational online games.