Customer Support Representative
✨ AI Summary
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.
