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Technical Support Specialist (Remote and Long-term work)

If you love solving technical problems, have a strong bias for action, and can express your opinion openly, this job may be for you. Please read on.

QuickMail is a sales automation tool for sending emails in a business-to-business environment. Small and medium businesses use it to reach out to potential customers in their target market and grow their business. The company is 6 years old and we are currently looking to expand our support team with one or two more support agents.

As part of our Customer Support team, you’ll be the first (and last) point of contact for our users, and prospecting clients having questions before signing up.

You’ll need to understand their real goals or problems and translate this information into actionable points to find a solution.

We pride ourselves to be highly knowledgeable support representatives, with a clear goal to find the best solution for our users (not just answering tickets). So you will need to be curious by nature and able to solve problems by using logic.

Your responsibilities will include:

Solving the problem of our users with the best solution possible (including workarounds)

Developing a deep understanding of how [login to view URL] works. You are willing to become an expert, knowing the system inside out.

Writing detailed technical documentation for our knowledge base.

Investigate the user’s key objectives, and driving their adoption of Quickmail’s functionalities beyond what is expected. Feeling comfortable asking our customers questions to better understand & serve them.

Develop a deep technical understanding of the email ecosystem (what is SPF, DKIM, able to read email source, know what is impacting deliverability...)

What you need to be successful in this job:

A fast and reliable internet connection with a webcam (10Mbs minimum).

Strong attention to detail with a customer-centric approach.

Ability to own and solve problems, answering a support ticket is not solving a problem.

Outstanding problem-solving skills, with a proven ability to simplify complex problems.

Demonstrate strong ownership, and the ability to make decisions on your own.

Excellent written and verbal communication skills in English. Ability to speak informal tone with our users.

Fast learner, adapt quickly. You are expected to learn by doing instead of relying on someone to hold your hand.

Have no problem with internet technologies.

Care to read this job spec and enter koala when asked for your favorite animal to prove it.

Any experience working within the SaaS industry or within a start-up environment would be highly regarded.

Any experience working remotely is highly beneficial.

** What we offer:**

– 4 weeks paid vacation per year.

– 1 team retreat per year in Japan (disrupted by Covid last year, unfortunately)

– You'll join a meritocracy, straightforward culture, no politics, candid feedback, and caring for getting things done. You are joining a champion's team willing to 'win the championship' not just get by.

– You'll learn about the business side and get to know the financials as we practice open-book management.

– We care about your personal development and will challenge you to continuously self-improve. Coasting is not how we roll.

Please note, this role is to cover US business hours (either PST or ET). You will need to be available Monday - Friday.

** How to apply **

If this sounds like somewhere you can do your best work, please apply.

Навыки: Техническая поддержка, Sass, Обработка электронной корреспонденции, Написание технических текстов

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( 0 отзыв(-а, -ов) ) Quezon City, Philippines

ID проекта: #29444022

22 фрилансеров(-а) готовы выполнить эту работу в среднем за $6/час

atikullx

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$5 USD / час
(27 отзывов(-а))
4.6
(17 отзывов(-а))
4.5
Abdulhanan00

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$6 USD / час
(0 отзывов(-а))
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smaranikabilas

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(0 отзывов(-а))
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$10 USD / час
(1 отзыв)
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ridhiwanmbwambo3

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$2 USD / час
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PinkyRed

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