MacPaw is about creating apps and services that improve everyday life for Mac users. We make products that enhance what Mac has to offer; saving people time and energy better spent on the things they love. With MacPaw, Mac life gets better. We call MacPaw a family company for a reason. This notion means that we’re not just co-workers and colleagues.
16 серпня 2022

Customer Support Engineer (вакансія неактивна)

Київ, віддалено

MacPaw is a software company with headquarters in Kyiv, Ukraine, that develops and distributes software for macOS and iOS. At MacPaw, we believe that technology and human can reach their greatest potential together. Today, our products have more than 30 million users worldwide.

MacPaw is proud to be Ukrainian. Support and development of Ukraine is a significant part of the company’s culture. MacPaw gathers open-minded people who support each other and aspire to change the world around us.

We are looking for an active person whose personal philosophy is to help people. If you love assisting clients and want to help everyone under the sun, we need you on our team. You’ll be in charge of all the software and web improvements that are needed to make our customers happy — communicate with customers and act as a link between them and the developers, transferring the needed data to other teams.

Responsibilities:

  • Politely respond to customers’ inquiries in a timely manner
  • Work on 2 and 3-level cases
  • Cooperate with development and QA teams to resolve the issues from customers
  • Review and improve the Customer Support Section including FAQ, Knowledge Base on our website
  • Analyze customer requests and suggest improvements

Requirements:

  • Higher computer engineering education (or an engineering student in their 3rd — 5th year of study)
  • Excellent written and verbal communication skills in English
  • Good knowledge of Mac and Windows OS
  • Strong problem resolution skills
  • Be a team player
  • Strive to improve

What we offer:

  • We are a Ukrainian company, and we stand with Ukraine against russian aggression
    We maintain workplaces and remunerations for the mobilized specialists and provide financial support to Macpawians or their families affected by the war. You can read more about it here.
  • Hybrid work model
    It’s entirely up to you whether to work remotely or at the hub. If you decide to mix it, the co-working spaces at our HQ are open around the clock, following all health and safety measures.
  • Your health always comes first
    We guarantee Covid-19 insurance starting from day one of our cooperation. Once your probation period is over, we cover 100% of the medical insurance cost for you and 50% for your dependents. We also cover dental plus massages and offer a 50% refund on therapy sessions.
  • Flexible work arrangement
    You can choose a schedule comfortable for you. No one here tracks your clock in/out since MacPaw is built on trust and cooperation.
  • A hub designed for people (and pets)
    Our HQ has it all. Spacious workplaces with enough room to sit comfortably, lounge around, or get active. A gym for boxing, fitness, and yoga. Cozy kitchens with breakfasts, coffee, and snacks. Rooms for sleeping and meditation. A terrace with a view where we throw summer parties. Also, we have two cats living in the hub, and you are welcome to bring your pets, too (we have separate spaces for cats and dogs).
  • Space to grow both professionally and personally
    Whatever your dreams and aspirations, we got you: a generous education budget, annual development reviews, free English and public speaking classes, and regular tech talks. We also offer personal mentoring with organizational coaches.
  • Teams we are proud of
    We build honest, transparent, and reliable relationships within the teams, prioritizing open and constructive feedback. Every Macpawian can improve the ongoing processes and implement their ideas.
  • Time-off policy that indeed covers life needs
    Twenty vacation days, unlimited paid sick leave, xDays (two days a month to work on what you are passionate about and not related to the MacPaw core business), and personal time off designed to help you take care of essential personal matters. On top of that, sabbaticals are open to Macpawians after five years.
  • Cafe and fresh daily lunches
    There are plenty of yummy options for everybody. Heads up, you have to try our ricotta cakes. Seriously. They’re unbelievable.
  • Join social initiatives with MacPawCares
    MacPaw is involved in a whole range of charity projects, and you are welcome to jump in and spend up to four work days per year making the world a better place.