We’re looking for a customer service driven IT Support Specialist that is passionate about finding solutions to difficult problems. 
You will work alongside other Support Specialists and report to Support Manager.

Working Schedule: from 12:00 pm to 20:00 pm (mainly: calls, but also we have there: tickets and chats)
Customers — mainly: US Market

You must be efficient, detail-oriented and great at prioritization. To be successful in this role, you should also be a great communicator as you will be the first line of defense for our users’ needs. 
Your typical day will start with US prime time and will be filled with monitoring a ticket queue, ensuring we’re hitting key metrics, and establishing our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Requirements:

— Experience 1+ year on a Support Specialist position in IT company;
— Customer service skills and passion for helping others;
— Fluent English, excellent grammar and writing skills;
— Excellent communications skills;
— Technical background is a plus;
— Flexibility in work hours to accommodate US market.

Tasks and responsibilities:

— Resolving all types of support issues received via ticketing system, chat or phone;
— Managing issue tickets via Jira, communicating with the Development and QA to resolve these issues in a timely manner;
— Supports customers by providing helpful information, answering questions, and responding to complaints;
— Being the front line of support for clients and customers, help ensure they are satisfied with products, services, and features;
— Manage large amounts of incoming inquiries;
— Identify and assess customers’ needs to achieve satisfaction;
— Build sustainable relationships of trust through open and interactive communication;
— Meet personal/team targets;
— Follow communication procedures, guidelines and policies;
— Go the extra mile to engage customers.

How to get to us?

We have only 3 stages of consideration:

1) Pre-screening interview with a recruiter (approximately 30 minutes) The recruiter
 will tell you everything about the company / products in detail + ask a couple of questions to put together a more complete picture of the candidate and submit his resume to the team for approval.

 2) Final interview with Head of Support (about 1 hour)
There will be a couple of technical questions (rather superficial) + acquaintance.

Why us?

First of all - freedom and opportunities
Since we are a product company, the guys have a free hand in terms of development and digging in depth and breadth.

Secondly, these are our products.
These are fast-growing and socially useful applications that are used by tens of millions of users around the world.

Thirdly, it is our company culture.
We select open people who never stop in their development, do not refuse to help and are ready to offer new ideas for our products and workflows.

And last but not least - our goodies

 
Who are we?
airSlate is an IT product company founded in Boston, USA back in 2008. We create products aimed at automating business processes and electronic document management.
 
At the moment, the company's portfolio includes 4 products:
- airSlate - no-code automation tool for automating business processes;
- pdfFiller - PDF editor;
- SignNow - a tool for electronic signature;
- USLegal is the largest library of legal document templates in the United States.
 
We currently have over 60 million users. Of these, 800 thousand are regular business customers, and more than 900 airSlate employees work in offices around the world (USA, Ukraine and the Philippines).
 
The headquarters is located in Boston, Massachusetts.

airSlate is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law.