Position Summary We are looking for a motivated and proactive Customer Support Engineer to join our team.
In this role you will provide expert-level assistance to customers by resolving technical issues, answering product-related questions, and offering troubleshooting support.
Additionally, you will play a key role in developing and maintaining long-term relationships with customers by ensuring their success with our platform and building out proactive support systems.
Key Responsibilities Customer Support - Serve as the primary point of contact for inbound customer inquiries via Intercom, delivering prompt and effective solutions to technical issues through support chats.
- Diagnose and troubleshoot software-related problems, providing clear, step-by-step guidance to customers.
- Educate customers on best practices for product use while guiding them through solutions.
- Maintain detailed documentation of customer interactions, issues, and resolutions, ensuring feedback contributes to ongoing product improvements.
- Respond quickly to support emails, ensuring timely and efficient resolution of all customer concerns.
Customer Success & Relationship Management - Build and maintain strong, long-term relationships with key accounts, ensuring they are getting the most value from our products.
- Develop a proactive approach to customer success by tracking customer progress, following up regularly, and scheduling calls for check-ins.
- Ensure that large customers are regularly engaged with the platform and provide any necessary assistance to help them achieve their goals.
Customer Journey Monitoring - Track and monitor the customer journey to ensure all key clients are accounted for and receive timely follow-ups.
- Gather customer feedback and share insights with internal teams to drive product improvements and better customer experience.
Preferred Qualifications - Strong problem-solving and analytical abilities with a focus on customer satisfaction.
- Familiarity with CRMs, troubleshooting tools, and support platforms like Intercom and email management systems.
- Proven experience in customer success, support, or similar roles, ideally within technical support or customer service.
- Basic knowledge of networks, software systems, or hardware relevant to the product or service.
- Excellent communication and organizational skills, with the ability to effectively manage client relationships and expectations.
- Proactive in addressing and resolving customer issues with ownership and accountability.
- Remote work experience is a plus.
- Advanced English proficiency.
What we offer - Type of employment: Permanent, Fully remote, Flexible hours - Collaboration contract: B2B - Paid Vacation days: 14 days holiday, plus 7 sick leave days - Professional Growth: Opportunities for professional development and career advancement.
- Collaborative Environment: A supportive and dynamic team culture.
If you are passionate about customer success and fixing issues and are eager to join a team that values strong customer relationships, we encourage you to apply!