Software Support Representative

A few notes on what we do in Gorgias:

We built a smart helpdesk for eCommerce businesses that integrates all incoming requests (via chat, email, Facebook, Instagram and many others) into one platform. We are currently looking for an agent that will be helping out clients with product-related inquiries, onboarding, and setup of the platform.

In order to get more familiar with our software, please check our website: https://gorgias.com/

Also, this is a demo video of our product: https://www.youtube.com/watch?v=ppVkIpIWxTE

We are looking for a: Software Support Representative Belgrade (optional work from home, on Thursday and Friday)

Your Mission:

• Providing Level 1 Support to our clients with questions on how to use our product, offer alternative solutions, and troubleshoot the current scenario provided by the client. Main communication channels: email and chat
• Understand customer goals and their desired outcome from using the product through continuous data and feedback analysis
• Create and maintain product-related documentation, internal and external
• Assist with the onboarding process for new clients

Your Profile:

• Previous experience in B2B customer support, preferably for a tech/software product
• Fluent in English (oral and written)
• Able to learn to use the product quickly and to manage several support tickets on different channels (email, chat) at the same time
• E-commerce knowledge is a big plus (Shopify, BigCommerce, Magento, etc.) and/or experience with any Shopify apps: ReCharge, Bold, Returnly, LoyaltyLion, Klaviyo, etc.
• Any experience with API Troubleshoot or Zapier platform is a plus
• Comfort in a startup environment, we move quickly and wear many hats in a dynamic environment
• Empathetic, positive attitude with a desire to help our clients reach their goals
• Passion for technology and for being a part of a fast-growing SaaS company

Why you should join:

• You’ll join a young startup at the most interesting time for you: when we’re building the customer success machine
• Work with a talented team you'll learn a lot from
• Workstation provided
• Competitive salary (start at 900 USD)
• Private healthcare insurance and pension
• Company retreat with the team once a year :)

If this looks like something that may interest you, in your response would you kindly:

• Attach your updated CV
• Provide any relevant experience you have in B2B tech customer support
• Explain in a few sentences what you understand about our product