Customer Support Specialist

Teramind; Remoto; EUR 38.000 - 52.000; Tempo pieno

Descrizione del lavoro

A leading user behavior analytics platform is seeking a Customer Support Specialist. This remote role involves providing empathetic and timely technical assistance to customers via chat and email. The ideal candidate has at least 2 years of experience in technical support, possesses strong communication skills, and is adept at troubleshooting issues across various operating systems. This role offers flexibility, competitive salary, and opportunities for career growth within a collaborative team environment.

Servizi

Competitive salary

Career growth opportunities

Flexible paid time off

Laptop reimbursement

Ongoing training and development

Competenze

• Minimum 2 years of experience in technical support or customer service.
• Ability to effectively communicate technical concepts.
• Readiness to provide empathetic customer service.

Mansioni

• Provide technical support to customers via chat and email.
• Maintain high customer satisfaction.
• Evaluate and analyze issues to resolve tickets.

Conoscenze

Technical support experience

Troubleshooting in Windows, Linux, and MacOS

Strong communication skills

Interpersonal skills

Attention to detail

Strumenti

Cloud computing platforms (Azure, AWS, GCP)

Ticketing systems

PostgreSQL

Descrizione del lavoro

Customer Support Specialist

About Teramind

Teramind is the leading platform for user behavior analytics, serving multiple use cases from insider risk mitigation to business process optimization. With our comprehensive suite of solutions, organizations gain unprecedented visibility into user activities while enhancing security, optimizing productivity, and ensuring compliance. Trusted by Fortune 500 companies and businesses of all sizes across industries, our innovative platform helps organizations protect sensitive data, maximize workforce performance, and create safer, more efficient digital workplaces. Through real-time monitoring and advanced analytics, we enable businesses to safeguard their most sensitive information while optimizing employee productivity in both in-office and remote work environments.

Our Core Values

At Teramind, our values drive everything we do. We embrace innovation as a fundamental principle, constantly pushing boundaries to improve our products, streamline processes, and enhance customer experiences. We foster resourcefulness by empowering our team members with the autonomy and confidence to solve problems independently while providing collaborative support when needed. As a globally inclusive organization, we celebrate diversity and create an adaptable work culture where respect and collaboration thrive across our international teams. Above all, we are committed to excellence, delivering the highest quality in every aspect of our work and consistently exceeding expectations in service to our clients and each other.

About the role

Teramind is currently seeking a Customer Support Specialist to join our Support team and provide timely, empathetic help that keeps the customers needs at the forefront of every interaction. The Customer Support Specialist will be responsible for maintaining positive customer relations and satisfaction by providing service via chat, and email, and working with the rest of the teams. The CSS operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard. This person will be the first line of contact through chat/email with our customers during their shift- Monday to Friday from 6AM to 2PM CET.

Responsibilities

• Provide technical support to our customers
• Maintain high customer satisfaction while managing operational expectations
• Become a product expert and maintain a deep understanding of product functionality
• Evaluate and analyze issues & their impact to resolve or escape tickets as needed
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies.
• Identify trends in support requests to help create long-term solutions.

Requirements

• Minimum 2 years of relevant experience as technical support/support engineer/customer support or in a similar role
• Experience with troubleshooting in Windows, Linux and MacOS
• Knowledge of cloud computing platforms (Azure, AWS, GCP)
• Good knowledge of working with ticketing systems
• Basic knowledge of SQL (PostgreSQL)
• Basic knowledge of servers
• A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills in English.
• Strong interpersonal skills and ability to work with customers & cross-functional teams.
• Has strong reading comprehension and attention to detail.
• Ability to translate intricate technical details to simple, understandable terms.

Benefits

This is a remote job. Work from anywhere! We have been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.

Additionally

• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
• Competitive salary
• Career growth opportunities
• Flexible paid time off
• Laptop reimbursement
• Ongoing training and development opportunities

About our recruitment process

We dont expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 3 interviews. In some scenarios, we were able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews.

All roles require reference and background checks

Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.