Customer Support Specialist

  • Company: DeepCrawl
  • Job Location: Krakow - Poland
  • Date: June 12, 2018 17:08
  • Employment Type: permanent
  • Experience: junior
  • Job Functions:

    Customer Service

Job summary

DeepCrawl is a rapidly-expanding SAAS startup currently turning heads in the world of SEO. Headquartered in London, DeepCrawl has now expanded to 2 more cities: New York and Krakow where we have a team of 60.

We are now looking to expand our Support team by hiring someone in Krakow to work closely with our Customer Success team across London and New York.

Job description

  • Supporting customers’ technical questions: You will own tickets from the moment they come in and you’ll make sure the customer is updated on a regular basis until the ticket is resolved
  • Identifying bugs and escalating them: If something doesn’t look right, it will be your responsibility to identify, diagnose and pass along a detailed breakdown of your findings to Level 2 Technical Support
  • You’ll know the tool better than anyone else: Using the tool every day will make you one of the most knowledgeable users of DeepCrawl. As a result, you’ll be able to understand a customer’s implicit requests and at times, predict their follow-ups.
  • Writing user guides and technical documentation: Are the same questions coming back constantly? Write a guide to help our customers and reduce the number of tickets coming in.
  • Collaborating with customer success, product and development teams: You’ll become a middleman between those using the app and those building it. You will join our weekly Product Feedback meetings to echo customers’ difficulties and requests.

Job qualifications

  • You have an excellent written- and spoken-level of English and preferably another language
  • You have a passion for problem solving: you won’t let go until you understand how a certain problem is solved.
  • You have an analytical mind: what effects do certain changes have on your daily workload and responsibilities. You strive for efficiency
  • You are compassionate and patient: our customers’ issues are your issues and you’ll represent them to other stakeholders in the business
  • You are detail-oriented: whether it be your grammar, or your tickets to developers, you have a keen eye for detail and will dot any i
  • You also have: previous experience working in a Support team, dealing with large international clients in English and working with colleagues who might be based in multiple offices.