Yola is looking for a Customer Support Specialist. You will provide technical support to Yola’s direct customers, as well as second-level support to Yola’s partners. Applicants must be willing and able to work evening shifts (until 10pm), weekends, and public holidays.
Who we are
Yola.com is a site-building platform with more than 13M users worldwide. Yola enables small businesses, non-profits, and everyday users to create, manage and grow their online presence easily and with no technical knowledge. In addition to a robust, easy-to-use website builder and secure hosting services, Yola’s solution offers e-commerce and marketing solutions.
Founded in 2007, the company is headquartered in San Francisco, California, and has offices in Kyiv and Lviv, Ukraine.
Your Skills
You should definitely have:
- Excellent English language written skills.
- Experience providing technical support via various channels.
- Excellent people skills, including patience and the ability to explain technical concepts to non-technical end-users in a clear and understandable way.
- Experience logging bug reports that enable engineering teams to replicate issues reported by end-users and partners.
- Ability to self-manage and take responsibility for following through on issues efficiently and in a timely manner.
- Ability to keep track of information from diverse sources and make sure that all issues receive the appropriate attention.
- Ability to work well under pressure, manage your time effectively, and adapt to a constantly changing work environment.
It would be useful if you had:
- Working knowledge of HTML and CSS.
- Experience with both B2B and B2C Support.
- Some experience with web design.
Your responsibilities might include:
(but will not be limited to)
- Assisting Yola end-users and partners (first and second-level support) via various channels.
- Filing bug reports.
- Tracking status of fixes and communicating these back to the users and partners.
- Participating in Slack channels (company online chat) to both assist and receive assistance from other support team members.
- Making yourself familiar with new developments, changes, and feature releases on the Yola platform and being prepared to support both partners and end-users in utilizing these features.
- Assisting in developing support documentation for users and partners.
- Assisting in on-boarding new partners as they launch the Yola’s software to their end-users.
What we offer
- Opportunity to significantly influence our product roadmap and strategy;
- Challenging work in the international professional environment;
- Flexible working hours and the possibility to work remotely;
- 20 paid vacation days per year;
- Paid sick leave;
- Team building events;
- Medical insurance;
- A social package, including gym membership, and English courses compensation (50%).