Customer Support Specialist - PDF Expert/Documents team

Customer Support Specialist contributes to keeping Readdle customers happy and satisfied with the range of our products - PDF Expert and Documents.

PDF Expert is one of the most loved PDF apps, trusted by over 30 million people worldwide to read, edit, annotate, and manage PDFs seamlessly across Mac, iPad, and iPhone. Recognized as “App of the Year,” an “Apple Editor’s Choice,” and a Red`Dot Design Award winner, PDF Expert sets the standard for effortless document workflows.

We are looking for a person who is keen about productivity products, enthusiastic about talking to customers and is able to read between the lines. The job is a great opportunity to learn about the development process of apps, to gain knowledge about different factors influencing the quality and rating of a product. Continuous communication with mostly English-speaking customers will be useful to enrich communication and writing skills. 

Customer Support Team Working Schedule

We have a full-time schedule. Each team member has 5 workdays and two days off per week. As our schedule provides 7 days/week coverage, our team divides into two crews. One part of the team works from Tuesday through Saturday and the other one from Sunday through Thursday. 

On Monday through Friday our team works in two shifts: 

Day shift: 9:00 - 18:00 (10:00 -19:00) - 9 hours including paid 60 minutes lunch;

Afternoon shift: 15:00 - 23:00 - 8 hours without lunch.

On Saturday and Sunday, we work on day shifts only - 9:00 to 18:00 (10:00 -19:00).

Each employee has 2-3 afternoon shifts during working days. Our work schedule is fixed, It means that our employees work the same shift every week. Nevertheless, there is a necessity to rotate day and afternoon shifts between the teammates once or twice a year taking into account product updates, workload, seasonality, etc. Please note that Customer Support Team works on Ukrainian Holidays. We have an additional 9-10 days-off (equal to the number of public holidays in a given year) instead.

Here is an example of the current schedule for clarity:

Sun: 9:00 - 18:00

Mon: 9:00 - 18:00

Tue: 9:00 - 18:00

Wed: 15:00 - 23:00

Thu: 15:00 - 23:00

Fri: day-off

Sat: day-off

Responsibilities:

• Provide excellent customer service through email and be ready to assist 40-60 users per day.
• Report and escalate requests to Quality Assurance and Development teams in order to improve the overall quality of Readdle products.
• Prepare product overview by collecting and analyzing customers' needs, user experience, and the workflow.
• Contribute to team efforts to maintain the quality of Readdle products.
• Develop and maintain in-depth product knowledge and be on top of industry trends to provide top class service.
• Keep our end-user product documentation up to date.

Requirements:

• Fluent English.
• Excellent problem-solving skills.
• Advanced business communication skills.
• Ability to work according to a flexible schedule.
• The persistent interest in software is a plus.
• Geeks are welcome ;)

Extra:

• French, Spanish, Italian, German, Chinese or Japanese language knowledge is a plus.
• Professional experience on a relevant position (Customer Support) is a plus.