Technical Support Specialist
Support
Technical Support Specialist
Wrocław
Type of work
Undetermined
Experience
Mid
Employment Type
B2B, Permanent
Operating mode
Office
Tech stack
Jira
Intercom
Job description
We're coming off a year of a record-breaking year and seeking the best tech talent. Specifically, we're looking for a Technical Support Specialist to play a key role in advancing our world-class customer experience by providing delightful support experiences. If you’re looking to get started in your tech career, this could be the role for you!
Your day-to-day:
- Serve as the first line of support for all “how-to” and “break-fix” inquiries.
- Engage with customers via email, chat, phone, and web conference.
- Delight customers by providing timely, accurate, and helpful responses.
- Develop strong relationships with admins across a diverse user base.
- Own tickets from start to finish, coordinating activities across multiple teams.
- Identify creative, out-of-the-box ways in which customers can achieve their goals.
- Keep Customer Success Managers updated on open tickets with key accounts.
- Escalate more complex issues to implementation and engineering teams.
Qualifications:
- Excellent written and verbal communication skills in English.
- Outstanding interpersonal skills with the ability to quickly build rapport with customers from various backgrounds.
- Passion for working in a fast-paced and high-growth environment!
- Professional experience in the software, consulting, or e-learning industries.
- Experience answering inbound technical support inquiries, providing associated solutions, and training admins on platform functionality.
- Experience with Intercom and Jira is a big plus!
- Creative project examples are your strong asset, professional or personal initiatives!
Benefits & additionals that we offer:
Northpass is committed to providing inspiring and supportive work environments that help us produce outstanding results. Our philosophy is to cultivate ONE cohesive team that embodies all team members at all locations - the US and Poland.
Some benefits you can expect are:
Some benefits you can expect are:
- Comfortable and fancy office in Wrocław, where you enjoy working, brainstorming, and having great conversations with your co-workers.
- Possibility to choose between the B2B (including paid non-performance days) or employee contract up to your preference. Your salary is equivalent here.
- Company holidays and team-building initiatives.
- Christmas season holidays.
- Private medical care (Enelmed - Premium).
- Open Multisport Card.
- Open training possibilities to sharpen your skillset and follow the newest tech trends.
- Possibility to choose your machine up to your preference - we offer MacBook and Dell.
About Northpass
Northpass is modern training software that helps scaling businesses create the academy of their dreams. Our platform provides the highest level of customization and integration in the industry, and our award-winning support experience ensures our customers are wildly successful.
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