Technical Support Manager (remote, L2)

Product:

— Amazon has moved trade online. Our team has set an equally ambitious goal - to move services online;

— It is not difficult to imagine how in the future such services as medical consultation, legal assistance and financial advice will often be provided online;

— Our team is driving this revolution.

Team:

The team consists of highly experienced and motivated professionals, willing to build the best product on the market;

Position Overview:

We provide easy accessible service and consult our users via chat on any technical topic (f.e. how to set up my Mac, help me retrieve my Gmail password or help connecting my laptop to a TV). This is a remote position and requires a high level of self-management and responsibility. You will work closely with key members of operations team as well as product and marketing team members.

Benefits:

— Ability to improve your Customer Service, Operations and Product knowledge;

— Freedom of action and high responsibility;

— Flexible schedule from the start (morning/evening/night shifts);

— Fast professional growth.

Requirements:

— 1+ years of relevant experience in a customer-focused position involving technical knowledge;

— English level Upper-Intermediate/Advanced;

— Ability to explain technical issues to non-technical customers;

— Time-management skills and the ability to establish reasonable and attainable deadlines for resolution;

— Comfortable working with and assisting others through company help desk software, such as Zendesk;

— Superior understanding of computer hardware and software systems.

Nice to have:

— Extensive experience working with different operating systems, including Windows and macOS;

— Deep knowledge of online services such as Gmail, Netflix, etc;

— Industry-specific certification in relevant computer technology or software.

What you'll do:

First, our product is about Service, so the service you provide is the main thing that makes the product successful.

On a daily basis you will:

— Communicate with customers via Live Chat and consult on any technical topic (starting from Software issues to setting up drivers for the TV set);

— Promote a culture of user empathy and understanding within the product;

— Conduct user research, assimilate insights, and propose solutions based on this research.

The Perks:

— An ability to learn fast and develop a skill set for ant future endeavors;

— High level of compensation that allows you to focus on work;

— Medical insurance after trial period;

— Flexible schedule;

— Ability to affect product development directly.