Job description
At airSlate, our journey began in Boston, USA, in 2008. What started as a single product with 3,000 customers has grown into an influential tech company with 900+ team members across six offices worldwide. In 2022, airSlate reached a total valuation of $1.25 billion and became a ‘Unicorn 🦄’. But even as we scale, team members remain our most valuable asset. That’s why we’ve built a company that excites people about their work.
We develop products that serve over 100 million users with no-code workflow automation, electronic signature, and document management solutions. The company’s portfolio of award-winning products, signNow, pdfFiller, DocHub, WorkFlow, Instapage, and US Legal Forms, empower teams to digitally transform the way their organizations run.
About pdfFiller team:
We are a passionate and ambitious team of 120+ people on a mission to succeed with our online PDF creator and editor – pdfFiller.
pdfFiller empowers over 10 million users every month to create and edit PDFs, send them for signing, and securely store documents within a single application. Offering unlimited storage, unlimited templates, and cross-platform integration, pdfFiller is the only PDF editor needed to get your document done.
And now, we are looking for a Customer Support Representative who is prepared to contribute to the next chapter of our company’s growth.
We’re looking for a customer service driven IT Support Specialist that is passionate about finding solutions to difficult problems. You will work alongside other Support Specialists and report to the Support Manager.
You must be efficient, detail-oriented and great at prioritization. To be successful in this role, you should also be a great communicator as you will be the first line of defense for our users’ needs. Your typical day will start with US prime time and will be filled with monitoring a ticket/chats/calls queue, ensuring we’re hitting key metrics, and establishing our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
What you’ll be working on:
Resolving all types of support issues received via ticketing system, chat or phone;
Managing issue tickets via Jira, communicating with the Development and QA to resolve these issues in a timely manner;
Support customers by providing helpful information, answering questions, and responding to complaints;
Being the front line of support for clients and customers, help ensure they are satisfied with products, services, and features;
Manage large amounts of incoming inquiries;
Identify and assess customers’ needs to achieve satisfaction;
Build sustainable relationships of trust through open and interactive communication;
Meet personal/team targets;
Follow communication procedures, guidelines and policies;
Go the extra mile to engage customers.
RESPONSIBILITIES
- Respond to support requests via calls/tickets or chats/tickets promptly and accurately; Identify opportunities to boost customer satisfaction (successful retention);
- Maintain internal Quality Control standards;
- Proactively identify recurring issues and suggest process improvements to team leads;
- Update and manage customer accounts and profiles to fulfill their requests;
- Maintain effective and timely communication within the team and with customers;
- Invest into studies (reading updates, checking KB, attending team trainings);Meet the personal and inputs to team KPIs.
- Messages addressed to “meeting group chat” will also appear in the meeting group chat in Team Chat
Requirements
- Required skills:1+ year in a Support Specialist position, preferably in a billing role.
- Experience to handle tickets/calls/chats. Retention/
- Sales background is a plus.
- Strong customer service skills and a passion for helping others.
- Fluent English, with excellent grammar and writing skills.
- Excellent communication skills.
- Flexibility in work hours to accommodate the US market.
- Will be a plus: A degree in Finance, Accounting, or a related field
What we expect from You:
Experience 2+ years on a Support Specialist position in IT company;
Customer service skills and passion for helping others;
Fluent English, excellent grammar and writing skills;
Excellent communications skills;
Technical background is a plus;
Flexibility in work hours to accommodate the US market.
What helps you rock:
Knowledge of MySQL or other relational DB;
Experience with bug tracking systems (i.e. Jira);
BA degree in Computer Science or Software Engineering
What we offer:
— Flexible work environment — Embracing flexibility in our workspace, we offer fully remote work arrangements and flexible scheduling.
— Professional growth opportunities — Committed to continuous improvement, we welcome those with a passion for learning. We cover professional development courses, conferences, and literature for each team member and provide access to the airSlate Academy and Operations/Department training to elevate your skill set.
— Health and well-being — We prioritize the health and well-being of our people, covering 50% of your premium health insurance.
— Compensation and benefits — In addition to a competitive base salary, our team members are eligible for monthly performance bonuses of up to 10% based on their achievements, time commitment, and dedication.
— Stock options — At airSlate, our team members are more than just workers; they’re business partners. We issue stock options that grant ownership in the company, enabling everyone to share in its growth.
— Open communication — We encourage transparent communication from all team members at airSlate. Please feel free to share your thoughts, ideas, and concerns with our management team, CEO, any member of our leadership team, or any team lead at any time.
We are proud of:
— airSlate Care for Ukraine — With a significant number of our team members in Ukraine, our foremost concern was ensuring their safety by providing both financial and logistical assistance to them and their families. What started as an immediate response has evolved into a cornerstone of the airSlate charity program. We match donations contributed by our team members, offer humanitarian aid to those affected by the conflict, distribute food packages to seniors, and support animal shelters. Our commitment remains steadfast in working towards restoring peace to Ukraine.
— airSlate Junior Club — Our sense of family extends beyond our team. All team members with children gain access to the airSlate Junior Club, featuring engaging events such as cooking classes, creative activities, and educational online games.
It is airSlate’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. airSlate’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. airSlate is pleased to provide such assistance and no applicant will be penalised as a result of such a request. Pursuant to relevant law, where applicable, airSlate will consider for employment qualified applicants with arrest and conviction records.
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