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Customer Support Engineer
airSlate Poland Sp. z o.o.Wrocław, Lower Silesia, Poland10 days ago
Job descriptionResolve all types of support issues received via the ticketing system and chat; Communicate with clients via Zoom and handle product demos; Communicate with the Engineering to resolve client's issues in a timely manner and serve as a voice of the customer; Define, analyse, and escalate the client's enhancement requests to the Product team; Be the front line of support for clients and customers, help ensure they are satisfied with products, services, and features; Build sustainable relationships of trust through open and interactive communication; Consult customers on their business process automations and advise on the most efficient solutions; Go the extra mile to engage customers. 1+ years of experience in a Support Specialist / Support Engineer / Solution Engineer position in an IT company; Customer service skills and passion for helping others, desire to be the voice and advocate of the customer; Strong analytical thinking : ability to troubleshoot client's issues and define the root cause; Fluent English, excellent grammar, oral and writing skills; Excellent communication skills; Business acumen - ability to understand the true business problem of the customer and provide solutions to them, as well as deliver feedback to Product teams; Strong nimble learning skills and ability to grasp complex technical notions and transmit them to customers in a simple way; Flexibility in work hours to accommodate the US market. Flexible work environment — We value the advantages of in-person collaboration and prioritize work from our offices in Wroclaw or Bialystok. However, we also provide flexible work arrangements to accommodate remote or hybrid options and flexible scheduling. Bonuses and compensation — On top of a competitive base salary, we reward our team members' performance with a quarterly bonus to recognize achievements, time, and effort. Stock options — At airSlate, our team members are more than employees; they're business partners. We issue stock options that grant ownership in the company, allowing everyone to share in its growth. Professional growth opportunities — We are committed to ongoing improvement and welcome those passionate about learning. We cover professional development courses, conferences, literature, English classes, and more for each team member. Health and well-being—We prioritize the health and well-being of our team. This is why we provide a Luxmed subscription, a Multisport card for every team member, access to the office's massage room, free lunches, and healthy in-office snacks to sustain your energy. Also, we provide all our team members with Mental Health Days, dedicated days off recognized globally to encourage people to log off and recharge. Open communication — We encourage transparent communication from all team members at airSlate. Feel free to share your thoughts, ideas, and concerns with our management team, CEO, any member of our leadership team, or any team lead at any time. sharing the costs of sports activities private medical care sharing the costs of foreign language classes sharing the costs of professional training & courses life insurance remote work opportunities flexible working time fruits integration events
about-project :
- We are a passionate and ambitious team of 50+ people on a mission to create rich customer experiences by automating their entire documentation lifecycle with a powerful all-in-one solution – WorkFlow.
- WorkFlow enables businesses to create powerful documents and automate document processes. From simple tasks like editing PDFs and creating forms to eSigning, WorkFlow is everything you need to create, integrate, and automate your documents.
- The Support Engineer is a role without routine. You will constantly be involved in technically challenging tasks and creative challenges. The Support team is very closely integrated into Product and Engineering, which gives an opportunity to be the voice of the customer and directly influence how the product evolves. Being in an internal startup also means huge flexibility in terms of growth possibilities.
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Support Engineer • Wrocław, Lower Silesia, Poland
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