Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat, ensuring timely and effective resolution.
- Troubleshoot and resolve technical difficulties related to our software products.
- Document customer interactions and solutions in our support system.
- Collaborate with the management and technical teams to provide feedback, advocate on behalf of our customers and improve customer service processes and product quality, as well as the overall experience.
- Maintain up-to-date knowledge of our products and services to provide accurate information to customers.
Essential Skills & Experience:
- Proficiency in written and spoken English.
- Strong communication skills and the ability to write and read emails in the appropriate style – communicating complex technical information in a simple, clear and friendly manner.
- Experience with MSSQL / SQL databases and web applications.
- General Windows administration skills, including:
- Permission management
- Console applications
- IIS management
- Services management
- Experienced in writing technical documentation.
- Strong organisational and time management skills.
- Basic knowledge of data security.
- Excellent problem-solving skills.
- Previous experience using ticketing systems such as FreshDesk.
Desirable Skills & Experience:
- Experience with CouchDB.
- Familiarity with YouTrack.
- Knowledge of browser tools and console applications.
- Passion for object-oriented programming, with experience (.NET, JS etc.)
The Right Person:
- A proactive self-starter with a can-do attitude, happy to work remotely and occasionally attend in-person team functions and events.
- Highly motivated to achieve excellence with attention to detail and quality.
- Not just a problem solver – an adaptable relationship builder able to build a strong rapport with our customers by actively listening, asking thoughtful questions, and showing genuine interest in their concerns.
- Generally interested in software and boats.
- A team player, content working within an international matrix environment contributing to a culture of continuous improvement by sharing ideas, participating in team discussions and supporting colleagues.
Please note this role is 100% remote with the potential for hybrid working if based near one of our offices.
