Technical Customer Support Agent

Location: Poland - Remote

Please note that this is a fully remote position; however, it is based in Poland, and only candidates who reside full-time in Poland will be considered.

The Role

We are seeking a dedicated and empathetic Technical Customer Support Agent to be the frontline advocate for our users. In this role, you will interact directly with our end users, broadcasters, and integration partners to ensure their experiences with our platform are seamless and enjoyable. As a key member of our support team, you will play a crucial role in maintaining user satisfaction, troubleshooting issues, and providing feedback to drive product improvements.

Scope of Work

• User Assistance: Provide prompt and accurate support to users, broadcasters, and partners to resolve their inquiries and issues.
• Issue Resolution: Troubleshoot and resolve user issues across multiple platforms, promptly escalating complex cases to senior team members or specialized departments as necessary.
• Support Documentation: Stay up-to-date on changes to our product and partnerships to ensure our support portal and knowledge base are always maintained with accurate and user-friendly information to help users self-serve whenever possible.
• Feedback Gathering: Act as the voice of the customer, gathering insights from user interactions to inform product enhancements and improvements.
• Collaboration: Work closely with cross-functional teams, including Product, Engineering, and Marketing, to ensure user feedback is considered in product development and communication strategies.
• Customer Advocacy: Practice and promote customer-centric thinking within the team, ensuring that user needs are prioritized in decision-making processes like product visioning and roadmap planning.
• Continuous Improvement: Participate in training and development activities to enhance your support skills and stay up-to-date with platform updates and industry best practices to ensure our support team is operating with cost and efficiency in mind.

Qualifications 

• Minimum of 2 years of experience in technical customer support roles within a tech or digital environment, supporting software or technical products.
• Strong communication and interpersonal skills, with the ability to convey information clearly and empathetically.
• Experience troubleshooting technical issues and incidents. 
• Problem-solving and root-cause analysis skills with a proactive approach to resolving issues before they escalate.
• Ability to work effectively in a dynamic, fast-paced environment.
• Familiarity with customer support software and CRM tools such as Freshdesk or Zendesk.
• A team player with a positive attitude and a commitment to providing an exceptional user experience.
• Experience tracking support focused KPIs like CSAT, first touch SLAs and time to escalation.

Skills & Behaviors 

• A passion for understanding and meeting the needs of users, always striving to deliver the best possible experience.
• Ability to analyze user data and feedback to identify trends and areas for improvement.
• Comfortable working in a fast-paced, ever-changing environment where you’ll need to quickly adapt to new challenges.
• Fast learner and curious by nature who gets excited about learning new technologies and tools.
• Familiar working with network debugging tools like Charles proxy and Wormly is a plus
• Ability to work effectively with cross-functional teams and contribute to a positive team environment.