Level 2 Software Support Agent

At Gorgias, we’re making customer support software to help companies deliver great customer support at scale. We’re building a helpdesk that aggregates customer communications from email, Facebook or chat. We make integrations with 3rd party software to show all the customer data in one place. We've been around since 2015 and at this moment we have over 3500+ paying customers including Stripe, Fjällräven, Rothys, Timbuk2, and Adoreme. We’ve raised $5.5m so far and we have recurring revenue growth of over 15% MoM.

Do you love helping people? Do you love problem-solving? We're looking for talented and motivated Level 2 Support agents to join our Belgrade team.

Meet our development team

• Romain, CEO — sales, product, jack of all trades
• Alex, CTO — Full Stackoverflow Developer: github.com/xarg
• Martin, full-stack dev — does a bit of everything (react & flask): github.com/martinlatrille
• Louis, full-stack dev — the core of Gorgias is where he lives: github.com/LouisBarranqueiro creator of reapop
• Meet our team: youtube.com/watch?v=r09Wt392-iA

Requirements

• Proven track record of demonstrated ability to dive into the logs and find out solutions
• Excellent English verbal and written communication skills
• Previous B2B SaaS and enterprise software experience
• Technical experience in one or more of the following is preferred: API developer support experience is a plus, 1+ years experience in an object-oriented programming language or scripting language.
• Knowledge of SQL databases

Job description

• Cross-functionally with engineering and customer support to troubleshoot client-facing API integration issue
• Respond to customers' technical support requests and feature-related questions
• Debug customer issues and create reproducible test cases for engineers to resolve
• Combining technical expertise with customer service to resolve questions and issues
• Document and build new tools to improve support flows

Benefits

• Team retreat twice a year in the US
• Have a significant impact on an ambitious product
• Included powerful workstation/laptop
• We cover the lunch and other expenses
• Competitive salary
• Working partly remote

We are looking forward to connecting with you :)