Support Analyst

Job description

About FORM

FORM powers the world’s 2 billion mobile workers as they change companies and industries for good, with mobile technology that improves execution from the frontline. FORM activates and connects teams in the field – with leaders, missions, and each other – so they can deliver success in the enterprise. The FORM field execution platform serves as a digital assistant for frontline teams by guiding daily tasks, streamlining data collection, facilitating real-time communication, and providing leaders with real-time intelligence to drive faster actions and better decisions. FORM offers the world’s only integrated task management and image recognition platform and enables smart audits on more display types than any solution in the market, plus industry-leading field communications and photo reporting capabilities. FORM solutions have been deployed by Fortune 500 companies around the world.

Join Our Technical Support Team!

Are you passionate about solving problems, helping customers, and working in a fast-paced environment? We’re looking for a motivated and detail-oriented Support Analyst to join our global support team!

This is a fantastic opportunity for someone who enjoys supporting users, thrives on variety, and is eager to grow professionally within a supportive and collaborative team.

What You’ll Do:

• Respond to customer inquiries via chat, email, and phone.
• Troubleshoot product issues, identify customer needs, and provide timely, effective solutions.
• Analyze, replicate, and document product defects by testing across different use cases.
• Maintain internal documentation with detailed records of technical issues and customer interactions.
• Escalate complex issues to the appropriate technical teams when necessary.
• Conduct training sessions for new users to ensure product understanding and adoption.
• Share product feedback and feature suggestions with internal teams.
• Follow up with customers to confirm resolution and satisfaction.
• Act as a bridge between the customer and internal teams (Product, Sales, Marketing).

What We’re Looking For:

• Fluency in English (spoken and written) - excellent communication is key.
• At least 1 year of experience in a customer support, help desk, or technical support role.
• Strong communication and problem-solving skills.
• Ability to multi-task and prioritize effectively in a dynamic environment.
• Experience in handling and resolving customer complaints with empathy and professionalism.
• Solid technical proficiency in MS Office Suite and basic knowledge of client-server applications.
• Familiarity with support tools such as Zendesk, GoToMeeting, WebEx, or Zoom.
• Experience managing escalations and acting as the primary point of contact with clients.

Nice-to-Haves:

• Experience with browser tools like Chrome DevTools or Firebug.
• Exposure to offshore technical teams and global collaboration.
• Background in supporting B2B and enterprise solutions.
• Skills in writing test cases, bug reports, and checklists.
• Basic understanding of CSS/HTML and APIs.
• Intermediate or higher level in Polish.

What We Offer:

• Fully remote collaboration format.
• Financial support toward private healthcare and life insurance (optional, subject to agreement).
• Company-subsidized online English classes.
• Access to internal learning and development resources.
• Opportunities for professional growth within a global team.
• Necessary project equipment provided.

Work Schedule:

• Flexible shifts available: 10:00 – 18:00, 14:00 – 22:00, 17:00 – 12:00, 24:00 - 08:00 (Kyiv time).

Our Recruitment Process:

• Introductory HR Interview.
• Product Familiarization Test Task.
• Final Interview with the Team Lead.
• Offer.

If this sounds like the right opportunity for you - apply today and become a part of our growing global team. Let’s build something great together!

Don’t meet every single requirement? Studies have shown that those in underrepresented groups, such as women and those in our BIPOC communities, tend to not apply to jobs unless they meet every single requirement and qualification.  At FORM, we are dedicated to building diverse, inclusive, and an authentic workplace– So, if you’re excited about this role but your past experience doesn’t align perfectly with the job description, we encourage you to apply anyway.  You may be the right candidate for this or other roles at FORM!

About FORM

FORM powers the world’s 2 billion mobile workers as they change companies and industries for good, with mobile technology that improves execution from the frontline. FORM activates and connects teams in the field – with leaders, missions, and each other – so they can deliver success in the enterprise. The FORM field execution platform serves as a digital assistant for frontline teams by guiding daily tasks, streamlining data collection, facilitating real-time communication, and providing leaders with real-time intelligence to drive faster actions and better decisions. FORM offers the world’s only integrated task management and image recognition platform and enables smart audits on more display types than any solution in the market, plus industry-leading field communications and photo reporting capabilities. FORM solutions have been deployed by Fortune 500 companies around the world.

OUR SOLUTIONS:

FORM OpX

FORM OpX empowers teams to improve operational compliance by digitizing audits and inspections to reduce risk and improve safety and quality from the frontline. FORM OpX mobile workflows make it easy to capture the right data, at the right place, at the right time – every time. Teams stay connected with instant frontline communications on mobile, and real-time insights allow leaders to spot and fix issues quickly and measure trends over time so teams can take action on the opportunities that move the business forward.

GoSpotCheck by FORM

GoSpotCheck by FORM unleashes the power of field teams to drive market execution with the only mobile solution that combines dynamic task management, industry-leading image recognition, photo reporting, field team communications, and advanced reporting – all within one easy-to-use platform. Guide teams, improve execution, and drive sales while creating a shared view of the field that helps leaders make better decisions, faster. Sell more with GoSpotCheck by FORM, the field execution app that guides, tracks, and improves performance in real-time.

Who We Are

We are innovators: We’re here to free mobile workers from the mundane and open up new worlds of possibility and prosperity, powered by the people.

We are partners: We’re only as successful as our customers. We provide exceptional support, strategic partnership, and personalized account management to ensure they’re successful.

We are problem-solvers: We believe business will help solve the complex challenges facing our planet today. We build products centered on helping them succeed so they can do just that.

We are flexible: We believe in a “Work Your Way” Employment Policy. Employees who can effectively perform their job functions remotely may do so indefinitely.

Humble + hungry. We measure success by how we help customers win. And we’ve been in the game a long time (in software years). Every interaction gives us the chance to deliver better service and more value. Along the way we’ve picked up a few awards, and for that, we’re thankful.

FORM offers competitive salaries and full benefits for full-time employees and is an Equal Employment Opportunity (EEO) employer–welcoming all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.