Job Description
About Termius:
Termius is redefining how engineers interact with remote systems. Millions of engineers and thousands of companies rely on Termius worldwide.
While AI has transformed modern ides, a terminal stays the same inefficient technology since the 1970s. As a leading cross-platform ssh client, our mission is to boost productivity and foster collaboration by rebuilding the terminal for the modern era.
In 2019, Termius graduated from Ycombinator and closed a seed round with the renowned silicon valley investors on board. A few years later, we achieved profitability, and now we are growing the business with a team of 35 highly skilled and motivated individuals.
We are extending the product support team and are looking for a support representative who will help us provide a better service for our customer. At the moment, the support is working during New Zealand business hours. Our goal is to extend the coverage by providing support during New Zealand public holidays, and beyond the regular business hours, as well as to improve the support quality overall.
Requirements:
- Availability to work during holidays in New Zealand.
- Experience in technical or customer support - ability to understand the product domain.
- Understanding of billing processes and experience with systems like Stripe and PayPal.
- Proficiency in working with ticketing systems (e.g., Zendesk, Intercom).
- Strong personal organization skills and attention to detail.
- Background in improving workflows and internal efficiency.
- Excellent written English: accuracy and clarity in communication.
What you will do at Termius:
- Handling Customer Inquiries: Responding to customer questions, concerns, and complaints through various channels such email, live chat, and social media.
- Troubleshooting and Issue Resolution: Diagnosing and resolving customer problems, which can range from basic technical issues to more complex product or service-related questions.
- Providing Product Information: Educating customers about products and services, including features, pricing, and how to use them effectively.
- Documenting Interactions: Accurately logging all customer interactions, issues, and resolutions in a customer relationship management (CRM) system.
- Escalating Issues: Transferring more complex or unresolved issues to an engineering team.
- Maintaining Customer Satisfaction: Ensuring a positive customer experience by being empathetic, professional, and knowledgeable.
- Identifying Opportunities for Improvement: Providing feedback to management and other teams (like product or engineering) based on customer interactions to help improve processes and products.
What We Offer:
- A full-time remote position and longevity benefits: paid vacation, sick leaves, and flexible time off.
- Comprehensive support for remote employees, including equipment and professional development resources.
