Job description
Description
As a Technical Support Specialist at Multilogin, you’re not just troubleshooting; you’re a critical part of our company’s commitment to exceptional service. Your role goes beyond answering queries - you’re a tech-savvy problem solver who will collaborate with teams across the company to deliver outstanding support. You’ll be working in a fast-paced, tech-driven environment where your contributions will directly impact our user experience and product evolution. If you’re passionate about technology, eager to learn, and thrive in collaborative environments, we want you on our team.
Responsibilities:
- Provide timely and empathetic support to customers through chats, emails, and Telegram, ensuring their issues are resolved with a high level of satisfaction;
- Collaborate with cross-functional teams to troubleshoot complex problems and identify solutions and workarounds that improve customer experience;
- Consistently document troubleshooting steps and solutions to complex issues to build a comprehensive knowledge base that can be leveraged by the entire team;
- Follow and contribute to the development of support processes and guidelines to enhance efficiency and effectiveness;
- Collaborate closely with the sales team in driving new sales and managing renewals;
- Share insights and feedback to improve the product and service and contribute to long-term solutions.
Requirements
- 1-2 years of experience in a technical support role, preferably in a tech or SaaS environment;
- Excellent spoken and written communication skill in English and Russian;
- Flexible in working hours. Being able to work in daily, evening, and weekend shifts (no midnight shifts);
- Strong empathy skills;
- Excellent communication and problem-solving skills;
- Strong desire to help users and solve any kind of issues;
- Strong collaboration skills across teams and departments;
- Ability to multi-task;
- Knowledge of SQL queries and Python;
- Nice to have knowledge of Selenium or Puppeteer for automation.
