Technical Support Representative

About the position:

We are looking for a Customer Support Engineers to provide support and service to our consumer and enterprise customers worldwide. With your ability to troubleshoot and identify issues, and with your excellent communication skills, you will continually innovate to ensure RoboForm is offering the best level of service to the customer's satisfaction.

This is a fully remote position with mandatory bi-weekly in-person meetings at our New Belgrade office. The two-week training is also conducted in person at our office in New Belgrade.

What will you do:

• Develop a complete understanding of the RoboForm solution.
• Provide 1st and 2nd level support for the RoboForm product family to consumer and enterprise clients via chat, email and support ticket system. 
• Reply to customer requests and technical issues within agreed time limits and track those to resolution.
• Perform technical assistance in various capacities as needed.
• Take ownership of customer issues and questions until customer's satisfaction.
• Ensure all requests and issues are properly logged.
• Prioritize and manage several open requests at one time.
• Document knowledge and procedures in the form of notes, support articles and manuals.
• Follow standard procedures to forward complex or unresolved issues to the appropriate internal team.
• Assist our marketing team by providing correct technical answers to our users on social media.
• Be able to work on rotation basis. Eight-hour shifts between 7:00 and 0:00 (seven in the morning and midnight).  

Must have qualifications:

• 1+ years relevant work experience in the field of technical customer support.
• Proficient in both spoken and written English (C1, C2).
• High technical literacy with knowledge of device, browser, and software systems.
• Excellent communication skills in English with the ability to provide advice to non-technically aware customers.
• Good troubleshooting skills to be able to identify and quickly identify issues.
• Must be legally authorized to work in Serbia.
  

What we Offer:

• Competitive salary plus performance-based bonuses.
• 100% company sponsored private health insurance for you and your family.
• 20 paid vacation days and Holidays schedule in accordance with law.
• A culture that values creativity, integrity, and passion for delivering an awesome customer experience.
• Fun and vibrant office.

Job Type: Full-time (40 hours a week)
Onboarding time: Less than 1 month