Customer Support Specialist
Szczecin, Poland (hybrid model)
We are looking to expand our team with the position of Customer Support Specialist. Join Elastic Email and become a part of our amazing, international team full of individuals and technology geeks. We’re specifically looking for friendly people willing to help others and team players ready to roll up their sleeves and help their colleagues from inside the trenches.
Who are we?
We are Elastic Email, a Polish-Canadian company founded in 2010 and an international Email Service Provider. On an everyday basis, we help tens of thousands of companies to succeed in their email marketing and email delivery with our own self-developed software built from scratch. We constantly improve our digital platform to deliver one of the best email services in the world - trusted by developers and loved by marketers.
Why do we need you?
The Customer Support team is the beating heart of our company. As a team member, you will help craft the company's customer success strategies, build strong relationships with customers and collaborate with cross-functioning teams internally to deliver consistently excellent customer experiences.
In this role, you’ll get to:
Participate in daily meetings and discussions of the Customer Support team to plan team activities,
Support the Elastic Email client via email and/or chat available in the application,
Participate in video calls helping onboarding clients to the platform (demo calls),
Analyze and solve problems reported by our customers, creating tasks for the Product Quality team,
Communicate with a team of developers and technicians passing on issues reported by customers,
Participate in the product development process and sharing customers’ feedback, needs and suggestions,
Help in the creation of guides and resources documentation available for our customers.
We are looking for someone who:
Has previous work experience as a Customer Support specialist,
Has excellent command of the English language (written and spoken),
Has excellent verbal and written communication skills as well as good information processing skills,
Has no reservations in communicating over video calls and online meetings,
Is a proficient computer software user,
Is self-starter and result-driven person, carrying out tasks in accordance with accepted processes and within accepted deadlines,
Is an active team player and multitasker who can quickly adjust priorities,
Has a positive attitude and is willing to help people,
Is ready for working from 3:00 p.m. to 11:00 p.m CET.
Who exceeds in this role?
Knowledge of SaaS business model and products,
Previous Sales experience,
IT skills, Internet/network security skills, HTML, Web Programming etc. would be an asset,
Preference will be given to candidates with email delivery knowledge/experience in areas such as SMTP Protocol, DNS Configuration, CNAME, A Records, SPF, DKIM, DMARC, IPV4, VERP, Whitelists, Blacklists, IP Reputation Monitoring and Mitigation.
What we have got for you:
A full-time contract of employment,
Competitive salary dependent on experience and skills,
Equipment required to do the job,
Work in our own, beautiful, historic building with a backyard in the very center of Szczecin,
Ability to work from home if necessary and workations if needed,
Participation in interesting projects and personal growth opportunities,
A real impact on the company's development with your own ideas and solutions,
The friendly and family-like work atmosphere,
A comprehensive employee benefits package.
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Our perks & benefits
See what else you can get to keep your work-life balance and feel comfortable at work.
Flexible working hours
Occasional remote work
Co-financed gym & trainer
Snacks and drinks
Chillout area & garden space
How to apply?
Send your CV
Wait for a reply
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Apply for the job
If you want to become a part of the Elastic Email family, just send us your CV at firstname.lastname@example.org with the subject line “Customer Support Specialist”. We'd love to get to know you!
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