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The position available is for a Software Support Analyst at FORM, a company that specializes in providing solutions using various FORM applications. The primary responsibility of this role is to assist customers in troubleshooting problems related to these applications. As a Support Analyst, your goal will be to ensure customer satisfaction by effectively resolving queries and guiding users through the features and functionalities of the applications.
As a Software Support Analyst, you are expected to perform the following tasks:
Respond to incoming customer queries through various channels including phone, email, and chat, with a strong emphasis on phone communication.
Identify customer needs and assist them in troubleshooting and consulting regarding specific use cases or issues they encounter.
Replicate, analyze, and document product defects by testing different scenarios and impersonating users to understand the issues better.
Maintain internal databases by updating information about technical issues and interactions with customers.
Determine when escalations are necessary and engage with offshore technical teams to resolve these issues effectively.
Share feature requests and workarounds with team members or clients; follow up with customers to confirm that their technical issues have been resolved.
Collect customer feedback and report it to the leadership team to help improve the service.
To be a successful candidate for the Software Support Analyst position, you must possess the following skills and qualifications:
Advanced proficiency in English and Polish.
At least 1 year of experience in a Customer Support Analyst or Representative role, with experience in supporting B2B clients and enterprise solutions.
Excellent communication and problem-solving abilities, coupled with a strong desire to be helpful.
Proven capability to multitask and prioritize issues efficiently.
Customer-focused approach with experience in managing customer complaints and issues effectively.
Proficiency in MS Office Suite (Word, Excel, Outlook).
Experience in writing test documentation, such as checklists, bug reports, and test cases.
Familiarity with browser development tools like Chrome, Firefox, and Safari, as well as a basic understanding of how client-server applications function.
While not mandatory, the following skills would be beneficial for applicants:
Basic knowledge of Looker and Salesforce.
Familiarity with Zendesk or other CRM platforms.
Experience in working with offshore technical teams and handling client escalations effectively.
The Software Support Analyst position has a structured schedule:
Working hours are Monday to Friday.
Total weekly hours amount to 40, with no night shifts required.
The initial training period lasts between 6 to 8 weeks and occurs from 8:00 AM to 4:00 PM MST. After training, the regular working hours will shift to 9:00 AM to 5:00 PM CET.
Working with FORM comes with an attractive social package and work perks:
The option to work remotely.
Medical health insurance coverage.
Competitive salary based on your knowledge and experience level.
Vacation allowance of 20/26 days per year along with additional sick days and flexible paid time off (PTO).
This opportunity at FORM not only entails a rewarding career as a Software Support Analyst but also enables work-life balance through remote working arrangements and comprehensive benefits. If you have the required skills and are eager to help customers solve their technical challenges, we encourage you to apply and explore how you can contribute to the team's success.
This job offer was originally published on himalayas.app
This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
