Customer Support Representative
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Job Description
Customer Support Representative providing email delivery platform assistance at Mailtrap.io. Ensuring user satisfaction through timely support and proactive customer engagement.
Responsibilities:
- Manage customer support requests and respond in a timely manner via email and chat
- Verify accounts for spam/phishing prevention
- Provide hands-on support and troubleshooting by handling technical customer queries, debugging issues, and guiding users through setup
- Independently solve clients' requests and issues
- Engage proactively with customers by assisting with onboarding, user adoption, and retention strategies to ensure they get the most value from the product
- Ensure all issues are properly logged
- Prioritize and manage multiple open issues simultaneously
- If necessary, initiate collaboration with the Product Owner or Development Team to find possible answers and/or workarounds to suggest to customers
- Maintain a high-quality support service by actively contributing to the improvement of established processes
- Possibly manage customers’ reviews on 3rd party platforms
- Contribute to the development and maintenance of our knowledge base by creating and updating support articles and documentation
Requirements:
- 1.5+ years of experience in technical/product support for a SaaS product
- Advanced English skills, both written and spoken
- Ability to investigate, reproduce issues, and dive deep into the product
- Strong analytical thinking with an understanding of customer needs and data challenges to offer the best solutions
- Ability to proactively guide customers toward data-driven success
- Willingness to conduct independent investigations to determine the root causes of problems
- Experience working with support management software (e.g., Help Scout, Zendesk, Stripe) or other
- Strong ability to multitask and prioritize effectively
- High attention to detail and accuracy
- Flexibility and ability to adapt quickly and learn new tools
- Effective teamwork and communication skills
- Experience using CRM systems and task management tools
- Basic knowledge of HTML
- Experience with email-related issues, campaigns, and deliverability
- Basic understanding of marketing newsletter industry
- Bachelor’s or Master’s degree in a tech field
Benefits:
- fixed schedule
- global coverage shift options
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