Support Specialist is a liaison between customers sharing their experience and expectations about the products 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, 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.
This is how your typical day would look like:
In your Inbox, you’ll see a couple of categories of letters. First of all, you’ll see them divided into groups by apps: Calendars, Scanner Pro, Printer Pro, and PDF Converter.
The questions themselves might be different as well:
— Feature Requests
— Bug Reports
For the first 3 categories, you’ll likely collaborate with the product team, while bug requests would require developers and QA attention as well. Luckily we’re all sharing a spacious open space and it’s easy to find the person you need. Around noon you will have time to enjoy your lunch, have some rest, maybe go for a walk in the park and then you’ll come back to the letters from our customers and other tasks.
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 — 00:00 — 8 hours without lunch.
On Saturday and Sunday, we work on day shifts only — 9:00 — 18:00 (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