Вакансия на удаленке.
ElectroNeek is a fast-growing B2B SaaS company in the Robotic Process Automation space. ElectroNeek is looking for a Head of Customer and Community Support.
Responsibilities:
Directly manage the performance of a team (5-7 IT Support Engineers).
Leading, mentoring, developing, and hiring the staff.
Monitor team productivity and quality of work.
Development of KPI for regional engineers.
Ensure every ticket in the support system is provided by technical support and consultation
(Zendesk Support).
Taking ownership of difficult or VIP customer’s issues and questions from inquiry to resolution.
Update the knowledge base and help center of our platform (Zendesk Guide).
Interact with users via community forum (Zendesk Gather).
Help managers to organize webinars for customers.
Writing and reviewing technical product articles.
Video guides production (Product Features and other).
Acquire and document feedback from the users “in the field”, and transfer it to the founders.
Strict requirements:
5+ years of IT support experience (especially in the North America market would be a plus).
Experience in RPA or b2b SaaS automation platforms (Workato, Tray.io).
Experience with 3+ team managing.
Zendesk Support, Zendesk Guide, Zendesk Gather good knowledge.
Fluent English without an accent.
Experience in JavaScript programming language.
Certificates of improvements in working experience.
Video guides production experience.
Responsible, responsive, empathetic, willing to help, ready to resolve issues.
References from previous places of work.
What the company offers:
You can work remotely from any place of the World (Slack).
Work in a fully remote team working in EST (New York) time zone.
Stable salary, potential Stock Option plan.
Days off and vacation.
Внимание! Для отклика на вакансию нужен VPN.
