Customer Support Representative

Railsware is seeking a dedicated Customer Support Representative to join our Mailtrap.io team, a leading Email Delivery Platform designed for email testing and sending. This full-time, remote role requires a commitment to a fixed schedule, where you will be the primary point of contact for users, ensuring they have a seamless and supportive experience.

Main Responsibilities:

• Handle customer support inquiries promptly via email and chat.
• Verify accounts to prevent spam and phishing issues.
• Provide technical assistance and troubleshoot user issues.
• Facilitate onboarding and enhance user retention strategies.
• Log all issues accurately and manage multiple requests efficiently.
• Collaborate with the Product Owner or Development Team as needed.
• Contribute to knowledge base articles and documentation.

Requirements:

• Minimum of 1.5 years of experience in SaaS technical support.
• Fluent in English, both written and spoken.
• Strong analytical skills with the ability to address customer challenges.
• Experience with support management tools like Help Scout or Zendesk.
• Proficiency in multitasking and prioritizing tasks effectively.
• Basic knowledge of HTML and familiarity with email-related issues.
• A Bachelor’s or Master’s degree in a tech-related field is preferred.