Oglasi za posao Software Support Specialist
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Software Support Specialist

Gorgias

Beograd, Remote

31.12.2022.

intermediate

Gorgias helps e-commerce companies deliver excellent customer service at scale. We integrate email, live chat, voice, Facebook, Instagram, and SMS with Shopify, BigCommerce, and Magento.

Our product creates a unified customer profile by combining emails, live-chat, and social-media messages with e-commerce data such as purchase and delivery info. Combining all this data in a single application makes customer service more efficient and just better. Another fortunate side-effect is that some requests are completely automated using machine learning. 

We've been around since 2015, and we're serving over 9500+ e-commerce businesses, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated.

Our revenue grew by 80% in 2021 after we raised $25 million Series B in December 2020. We doubled our global team and we accelerated our progress towards our mission to transform support from painful to exceptional for merchants.

About 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 agent that will be helping out clients with product related inquiries.

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

Your Mission

  • Help our clients with questions on how to use our product, offer alternative solutions and troubleshoot current scenarios provided by the client. Ensure that they receive the best experience possible!
  • 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. Help our clients help themselves :)

Your Profile

  • We are looking for at least 2 years of previous experience in B2B customer support, preferably for a tech/software product
  • Able to learn to use the product quickly and to manage several support tickets on different channels (email, chat, phone) at the same time
  • Ability to write basic SQL queries
  • Working with APIs or in the SaaS industry. Even better if you have previous experience troubleshooting APIs.
  • We would love it if you have working Zapier knowledge
  • E-commerce knowledge is a big big plus (Shopify, BigCommerce, Magento, etc.)
  • Desire to provide exceptional support to our clients! We sell support software, it really makes sense to be the best at it as well :)
  • Comfort in a startup environment and passion for technology, we move quickly and wear many hats in a dynamic environment
  • Fluent in English (oral and written)

Company Benefits & Perks

  • 4 weeks vacation, parental leave
  • Private Healthcare
  • Paid lunches every working day
  • Latest MacBook Pro
  • Get up to Є590 to set up your workstation at home (working from home should feel breezy)
  • Get up to Є1700 of learning material (includes books, courses, training sessions, etc.)
  • Every quarter we organize a company-wide summit to discuss where we're going and strengthen the social bonds (once traveling is safe, we'll transform these summits into offsites!)
  • New and bright office in the heart of Belgrade just across the street from Kalemegdan!
  • Work with a talented team you'll learn a lot from!

Additional details

  • Shift: 16h - 00h CET (fixed)
  • Location: Belgrade
  • Salary: 966 EUR NET monthly

Why join us?

  • We're among the fastest-growing startups in the eCommerce ecosystem
  • We've built an extremely efficient go-to-market engine
  • Work with a talented team you'll learn a lot from
  • Join a company where automation, good & clean data are core beliefs shared by all

Upoznaj kompaniju Gorgias

O Kompaniji Iskustva

Gorgias helps e-commerce companies deliver excellent customer service at scale. We integrate email, live chat, voice, Facebook, Instagram, and SMS with Shopify, BigCommerce, and Magento.

Our product creates a unified customer profile by combining emails, live-chat, and social-media messages with e-commerce data such as purchase and delivery info. Combining all this data in a single application makes customer service more efficient and just better. Another fortunate side-effect is that some requests are completely automated using machine learning. 

We've been around since 2015, and we're serving over 6000+ e-commerce businesses, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated.

Our growth exceeded 200% in 2020, so we raised $25 million Series B in December 2020 to double our global team and to accelerate our progress towards our mission to transform support from painful to exceptional for merchants.

Our Vision

We believe that the next version of commerce should be more open and anyone should be able to be a part of it, as a merchant or a customer. We believe decentralized commerce is better for everyone.

Our Mission

Our mission is to empower all merchants to deliver an exceptional customer experience. By empowering, we mean that we research the customers' needs, so we can educate the merchants on the best ways to address them, and build the right tools to help them meet these needs.‍We are focused on all merchants, both on the internet and in the physical world, in every geography. For now, we're starting with ecommerce merchants on Shopify, making between $100k to $200m in Gross Merchandize Value.We believe that to make this mission happen, we're building a team that shares our five core values: be 100% honest, be customer first, strive for excellence, take extreme ownership, maximize your impact.

We take great pride with our company culture and we all share same values:

○  Always put our customer first

○  Automate your work

○  Honesty

○  Ownership

○  Decide fast using data

○  Strive for excellence
 
Why join us?

○  We're among the fastest-growing startups in the eCommerce ecosystem

○  We've built an extremely efficient go-to-market engine

○  Work with a talented team you'll learn a lot from

○  Join a company where automation, good & clean data are core beliefs shared by all.

Who are we at work?

We have a strong preference for people who have worked with high-traffic web applications for the past 3+ years. We're essentially running a distributed system that has lots of moving parts and having a decent amount of experience with this type of system helps a lot!

Additionally, our apps have over 10k daily active users with sessions longer than 6h+/day and serve tens of millions end consumers per year, so we put great importance on quality, testing, and code-review of all our code. Our apps have big codebases, and we have to feel comfortable about navigating and progressively improving them. Sometimes, however, we gotta and figure out why the 10Tb+ DB is slow or why some k8s pod is not running correctly, figure out how to successfully retry a failing API request, etc... The end goal is to hide a lot of complexity from the user and make their life easier.

If this is the type of environment you're looking for, then you should consider applying.

 

     SELECTION PROCESS

○     Recruiter Screen: We'll get to know each other through a video call.

○     Challenge: Show us what you've got! Take on a hands-on challenge relevant to the role.

○     Manager Interview: Get to know your future direct report and understand your team's day-to-day.

○     Founder Call: Meet the founders, understand the culture and vision.

○     Offer: Data driven compensation at the 90th percentile of the market


 

 

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Beneficije

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4

Mogućnost napredovanja

5

Iskustvo o radu

Iskustvo · 22.11.2021.

Support Team Lead

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Potvrđen Linkedin identitet

Marijana C.

Trenutno zaposlen/a na neodređeno 1-2 godine
Pozitivno

Pocela sam da radim u Gorgias-u kao Support Application Specialist (Level 1) u oktobru 2020. Vec tokom procesa selekcije bila sam prijatno iznenadjena pristupu koji Gorgias ima - 4 kruga intervjua, od kojih su poslednje dva sa CEO-om ili CTO-om kompanije. Svi su jako prijatni, pristupacni i opusteni - privukli su me uslovi...

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