Technical Support Engineer (Level 1) - Emailing

The Challenge

We are looking for someone with experience supporting Email and/or Cloud-Based technologies, who is customer focused with a passion for providing an award-winning technical support experience. Excellent customer service is one of the core values of our company and what our customers have come to expect and love about our service.

If you are technically savvy, customer focused, and have outstanding communication skills, then you might be the right person to join our team.

Details

• Understand Twilio SendGrid emailing platform;
• Provide product support for common customer inquiries received via email, chat and phone calls;
• Analyze technical issues and resolve basic support problems;
• Enthusiastically respond to technical support requests through online chat and tickets;
• Empathize with the customer and provide excellent customer service;
• Learn all the 'ins and outs' of the product and services offered to properly assist users with selecting the appropriate subscription plan for their needs.

About You

Must have:

• At least 1 year of work experience in technical support;
• Strong problem solving skill set;
• Empathetic approach to troubleshooting and customer service;
• English – advanced level, both written and spoken;
• Reliable with teamwork spirit – you take ownership and you're ready to help whenever needed;
• Smart and proactive – take initiative, document yourself and ask questions;
• Strong listening skills and analytic abilities;
• A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency;
• Positive attitude – you also see solutions, not only problems; you understand that things aren’t smooth all the time, but you manage to keep your spirits up and remember to have some fun, too,

Nice to have:

• Technical degree;
• Can follow objectives and key results;
• Enthusiastic about technology/early adopter;
• Experience with supporting Email (or similar) REST API’s and troubleshooting email client and related mail delivery protocols;
• Availability to work in weekends.

What We Offer

• Working with new technologies and modern work environment;
• Continuous professional development through trainings;
• Career advancement opportunities;
• Incentives and other bonuses – financial and non-financial;
• Referral bonuses;
• Extra vacation days;
• Work from home;
• Private health insurance for you and your familly;
• Meal tickets;
• Various discounts for gym classes & other recreational activities;
• Free office parking;
• Good coffee, snacks and drinks at the office;
• Social and team-building activities;
• IntelligentBee way of working and way of life!