“PDF Expert is the lightweight, powerful viewer your Mac needs” — Cult of Mac
“Goodbye Preview, hello affordable PDF editing on Mac.” — MacWorld
“One of the best apps to handle or edit PDFs on your Mac.” — Beautiful Pixels
Customer Support Specialist is a liaison between customers sharing their experience and expectations about the product and the developers who are open to feedback and are continuously working on bringing improvements and innovation into the app.
We are looking for a person who is keen on productivity products, enthusiastic about talking to customers, and is able to read between the lines. The job is a great opportunity to learn about the development process of apps, to gain knowledge about different factors influencing the quality and rating of a product. Continuous communication with mostly English-speaking customers will be useful to enrich communication and writing skills.
Customer Support Team Working Schedule
We have a full-time schedule. Each team member has 5 workdays and two days off per week. As our schedule provides 7 days/week coverage, our team divides into two crews. One part of the team works from Tuesday through Saturday and the other one from Sunday through Thursday.
On Monday through Friday our team works in two shifts:
Day shift: 9:00 — 18:00 (10:00 −19:00) — 9 hours including paid 60 minutes lunch;
Afternoon shift: 16:00 — 12:00 — 8 hours without lunch.
On Saturday and Sunday, we work on day shifts only — 9:00 to 6:00 (10:00 −19:00).
Each employee has
Here is an example of the current schedule for clarity:
Sun: 9:00 — 18:00
Mon: 9:00 — 18:00
Tue: 9:00 — 18:00
Wed: 16:00 — 12:00
Thu: 16:00 — 12:00
— Provide excellent customer service through email and be ready to assist
— Report and escalate requests to Quality Assurance and Development teams in order to improve the overall quality of Readdle products.
— Prepare product overview by collecting and analyzing customers’ needs, user experience, and the workflow.
— Contribute to team efforts to maintain the quality of Readdle products.
— Develop and maintain in-depth product knowledge and be on top of industry trends to provide top class service.
— Keep our end-user product documentation up to date.
— Fluent English.
— Excellent problem-solving skills.
— Advanced business communication skills.
— Ability to work according to a flexible schedule.
— The persistent interest in software is a plus.
— Geeks are welcome ;)
— French, Spanish, Italian, German, Chinese, or Japanese language knowledge is a plus.
— Professional experience in a relevant position (Customer Support) is a plus.
How to apply: please submit a cover letter explaining
— Why would you like to work in a customer support role.
— Why do you want to work at Readdle and not somewhere else.
— A description of a great customer service/support experience you had recently, and what made it great.