Technical Support Agent

hace 5 meses


En remoto, España QuickMail A tiempo completo

**Highlights**
- Join a meritocracy, no politics needed (nor welcomed)
- Work remotely, and join us for our yearly team retreat In Thailand
- We practice open-book management (understand how the business works and why what you work on really matters for our clients)
- We focus on learning and personal growth ($100/mo budget for learning/books/courses)

**Company**

Our clients are composed of Entrepreneurs, Founders, Growth Marketers & Agencies.

QuickMail was started in 2014. We are 100% self-funded and composed of a small group of highly driven co-workers.

**About the role**

As part of our Customer Support team, you’ll be the first point of contact for our users as well as prospecting users who have questions before signing up.

We pride ourselves to be highly knowledgeable support representatives, with a clear goal to find the best solution to help our users be successful (not just answering tickets).

Success is measured in replies to resolution, user adoption of new features, and conversion from free use to paid plans.

**Your responsibilities will include**:

- Solving the problem of our users with the best solution possible (including workarounds)
- Developing a deep understanding of how QuickMail works. You are willing to become an expert, knowing the system inside out
- Guiding potential users through plan decisions and account setup to best find success in QuickMail
- Writing technical documentation for our knowledge base
- Investigate the user’s key objectives, and driving their adoption of QuickMail’s functionality beyond the expected
- Provide training and continued support through highly effective relationship management, centered on the customer experience
- Creating bug reports to help the developers understand where an issue is coming from and how to replicate it

**Must-haves**
- Can solve problems, comfortable with the unknown.
- Always curious and going beyond the surface level of understanding
- Comfortable giving and receiving feedback.
- Can make informed decisions without waiting for a go signal.
- A fast and reliable internet connection and a good computer (at least 32 GB RAM) with a webcam.
- Demonstrate that you have great attention to detail by entering penguin when asked what is your favorite animal
- A fluent English speaker who is also good at writing (grammar, spelling, and punctuation)
- Okay with working in Europe or EST US time zone

**Bonus points**
- Experience working in a fully-remote team
- Experience in handling sales inquiries or business development

Pay: 25,000.00€ - 48,000.00€ per year

**Experience**:

- Customer service: 1 year (required)

Work Location: Remote



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