Support and Service Consultant

How would you deliver world-class technical support to our global customer base?

Keepit is looking for a Support and Service Consultant to join our office in Poland.

We are growing fast as a company, and our product is the cornerstone of our global expansion. In the not-so-distant future, we believe all software will be delivered as a service. Our conviction is that all SaaS data needs to be backed up by a dedicated, independent, and immutable backup solution. This is the role we foresee for Keepit.

As a Support and Service Consultant, you will be essential in providing excellent support to our global customer base. As such, you will help us ensure that our global customers experience the full potential of our solutions.

Central tasks as Support and Service Consultant will be to facilitate competent support to our customers by:

• Creating tickets
• Responding to user questions via tickets, phone, and chat, analyzing and fixing problems.
• Solving technical issues related to their cloud platform and backup solution
• Establishing trustworthy relations and increasing customer satisfaction
• Collecting valuable information and feedback from our customers which can be used for the continuous improvement of our products and services
• Share information regarding recent fixes and best practices in a proactive manner

You will work from our amazing Krakow office. You will refer to our L1 Support Team Lead, Taras Dovhalets. At Keepit, we take pride in being an equal opportunity employer and recognize how being a diverse workplace strengthens our product, customer relationships, and work culture.

A fair and transparent recruitment process

We know it is just as important that you choose us as the other way around. We believe it to be crucial to cultivate a culture where you feel you belong — this starts already in the recruitment process. Therefore, to be fair and transparent, we want to present the criteria you are assessed on if you choose to let your curiosity fall on us.

1. Communication & language: We use English as our preferred language in the organization and speak English with customers. So being able to speak, write, and in general work and collaborate fluently in English, will be essential to this role.
2. Tech Savvy: Delivering competent technical support to our valued clients requires an understanding of our cloud-backup platform and preferably a good understanding of the technical issues clients might encounter while implementing a SaaS solution like ours. Therefore, being tech-savvy and having some knowledge about cloud platforms like Microsoft 365, Salesforce, Google Workplace, Dynamics 365, and Azure AD is an advantage to this position.
3. Technical Support: In this role, you will handle requests from various customers with complex technical issues. Being good at helping and guiding them to solve the problems they encounter is essential for this role. This, we believe, requires that you are good at explaining technical matters in a simple way and that you are good at building a good rapport with customers.
4. Collaboration: As a Support and Service Consultant you will be handling various escalations that require close cooperation with different teams located in different locations. Therefore, this role will be vital for facilitating and maintaining great collaboration on virtual platforms.
5. Entrepreneurial spirit: We are passionate about our cloud-to-cloud backup solutions, which we believe can solve a very important data security challenge for many companies and individuals. However, we are also passionate about our workplace, and we know that a good work environment and great collaboration across the organization are crucial to achieving our ambitious goals. We take pride in our multicultural, committed, and pleasant start-up atmosphere. Therefore, we are searching for profiles that, like us, are being motivated by building a good and committed work environment at Keepit.

Keepit is set on a mission to help companies worldwide protect and manage their cloud-based data. We are a fast-growing software scale-up company with 22 years of experience in data protection. Our team is both academically and culturally diverse, and we have more than thirty different nationalities working together to promote trust and security in a world transforming towards new levels of digitalization. In 2020, Keepit raised $30 million in funding to fuel growth and position Keepit as the category leader in the Backup-as-a-Service market. Keepit covers a broad client base of major corporations and institutions across all sectors and industries globally.

For more information about Keepit, go to www.keepit.com.

Terms and conditions

Process: Please submit your resume/CV on our job page. We will reach out to successful candidates continuously.

Scope: As soon as possible

The position: Full-time occupation based in Poland.

Work schedule: You will work up to 176 hours per month, or 40 hours per month, on a shift schedule. The shift lasts from 8 to 10 hours.

As you are part of a 24/7 Support team you should expect to sometimes work on holidays, but you can always trade shifts with your colleagues.

Salary: The compensation package is market-competitive and will be negotiated with the successful candidate.

If you have any questions about the job or the recruitment process, please feel free to reach out to Maryna Hnatyk and institutions across all sectors and industries globally.

We kindly ask you not to provide us with any sensitive categories of personal data when applying for a job with us.

Sensitive categories of personal data include data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, data concerning health or data concerning sexual orientation.

When applying for the vacancy Keepit will process your personal data, and therefore we recommend that you also read our privacy policy, which describes our processing of personal data and your rights as a data subject.