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Support Analyst

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Junior (1-2 years)
Work from: 
Poland

Offer summary

Qualifications:

Advanced English & Intermediate Polish, 1 year customer support experience, Good communication & problem-solving skills, Previous experience with help desk software and remote tools.

Key responsabilities:

  • Respond to customer queries via chat, email, or phone
  • Identify customer needs, troubleshoot and consult
  • Replicate, analyze, and document product defects
  • Update databases with technical info, provide trainings
  • Follow up with customers ensuring issue resolution
FORM logo
FORM SME https://www.form.com
201 - 500 Employees
About FORM
FORM powers the world’s 2 billion mobile workers as they change companies and industries for good, with mobile technology that improves execution from the frontline. FORM’s digital assistant for teams guides daily tasks, boosts communication, and provides leaders with real-time intelligence to drive faster actions and better decisions. FORM activates and connects teams in the field--with leaders, missions, and each other--so they can deliver success in the enterprise. FORM offers the world’s fastest, most accurate, and only integrated task management and image recognition solution for smarter retail execution. FORM solutions have been deployed by Fortune 500 companies around the world.
See more FORM offers

Job description

Join Our Dynamic Technical Support Team at FORM!
Are you passionate about problem-solving and have strong communication skills in English and Polish? We are looking for a new member to join our technical support team! If you thrive in a dynamic environment and are eager for interesting tasks and growth opportunities, we want to hear from you.

Requirements:
  • Advanced English (Speaking and Writing);
  • Intermediate Polish (Speaking and Writing);
  • From 1 year of experience on Customer Support Analyst\Representative position;
  • Excellent communication and problem-solving skills;
  • Ability to multi-task and prioritize issues;
  • Experience in handling issues and or customer complaints;
  • Experience using common software (MS Office Suite — Word, Excel, Outlook);
  • Basic understanding of client-server applications work;
  • Knowledge of the help desk software, and remote support tools (i.e. Zendesk, GotoMeeting, WebEx, Zoom);
  • Ability to handle Client escalations and act as a main communication point with Clients.

    • Additional Skills That Would Be Beneficial:
  • Experience in working with browser development tools: Chrome DevTool, Firebug;
  • Experience working with offshore technical teams;
  •  Experience in B2B Clients and Enterprise solutions support;
  • Experience in writing test documentation: checklists, bug reports, test case;
  • Basic knowledge of CSS/HTML;
  • Basic knowledge of API.

    • Key Responsibilities:
  • Respond to incoming customer queries via chat, email or phone;
  • Identify customer needs and help customers troubleshoot and consult on specific use cases or issues;
  • Replicate, analyze, and document/report product defects (for example, by testing different scenarios or impersonating users);
  • Update our internal databases with information about technical issues and useful discussions with customers;
  • Identify when issues require further escalation and engage with technical teams for technical issue resolution;
  • Provide trainings to new customers;
  • Share feature requests and effective workarounds with team members;
  • Follow up with customers to ensure that their technical issues are resolved;
  • Gather customer feedback and share with our Product, Sales and Marketing teams;
  • Work hours include: 1PM — 9PM; 9AM — 5PM; 4PM – 12AM Warsaw time.

    • Why You'll Love Working with Us:
  • Comprehensive Onboarding: Enjoy mentoring support, detailed product training, clear tasks, and extensive documentation.
  • Collaborative Team: Join a driving team always ready to help and support each other.
  • Challenging and Exciting Work: Engage in meaningful tasks that challenge and excite you.
  • Growth Opportunities: Fast-track your career growth within our company.
  • Fully Equipped for Success: We provide all necessary equipment for your work.
  • Remote Work Flexibility: Enjoy the convenience of remote work.
  • Social Benefits: Including a robust health insurance package.

    • Required profile

    Experience

    Level of experience: Junior (1-2 years)
    Spoken language(s):
    EnglishPolish
    Check out the description to know which languages are mandatory.

    Hard Skills

    GoToMeetingCustomer SupportZoom (Video Conferencing Tool)ZendeskClient Server ModelsCisco WebExHelp Desk Support

    Other Skills

    • Verbal Communication Skills
    • Problem Solving
    • Microsoft Office
    • Prioritization
    • Multitasking
    Are you interested?

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