Customer Support Representative

This is a fully remote position, open to applicants in Hungary.

📋 Description

• Address incoming incidents and client inquiries with a personalized, solution-oriented mindset while complying with SLAs.

• Deliver first-line support to our customers by verifying, replicating, and testing issues.

• Prepare clearly documented incident reports for the Engineering team when necessary.

• Act as a liaison between our clients and the Engineering team to ensure timely resolution of incidents.

• Provide follow-up updates to clients until their issues are fully addressed.

• Respond to basic product inquiries and offer guidance to assist clients in utilizing our functionalities independently.

• Resolve basic configuration issues within scope.

• Escalate complex client requests to advanced support levels.

• Ensure clients can access documentation to optimize their use of our features and collaborate with writers to enhance our content.

• Continuously enhance your understanding of our evolving product and clients’ feature sets.

• Identify recurring user issues and relay client feedback to the Product team.

• Occasionally participate in video calls with customers to facilitate resolution of tickets.

• Manage chat support for quick Q&A sessions during designated times.

⛳️ Requirements

• Possess work experience in a SAAS company and/or in a customer service capacity.

• Have experience working in an international setting.

• Be familiar with ticket management (e.g., Jira) and help desk (e.g., Jira, Zendesk, Freshdesk) tools.

• Display curiosity and the ability to learn new technologies and use cases in depth.

• Be a patient and empathetic individual who enjoys assisting others in a friendly yet professional manner.

• Be a team player who supports colleagues when needed and is not hesitant to seek help.

• Have the ability to assess and prioritize new issues effectively.

• Exhibit good discipline and self-control to work actively and proactively in a flexible, remote-only setting.

• Be capable of managing frustration when external factors hinder providing the desired level of client support.

• Possess strong written and verbal communication skills in English.

🏝️ Benefits

• Fully remote, flexible working arrangements based on workload (no unnecessary overtime).

• A dynamic environment that is neither corporate nor startup, providing opportunities for learning, growth, and making a real impact.

• An international atmosphere: our working language is English, and we have over 100 colleagues from 10 different nationalities.

• Diverse career development opportunities based on your interests, even beyond customer support in the long term.

• A strong team to support you every day and assist you in achieving your goals.

• Competitive remuneration package with bonuses for top performers.

• Antavo days and additional company perks.