Customer Support Specialist

Zagreb, Croatia

Our state-of-the-art computer vision technology has a strong impact on the everyday life of millions of our users and has improved business processes worldwide. Our products use the power of machine learning to help users achieve their business goals faster and more convenient, whether it is document scanning or paying bills through mobile apps.

We are growing our customer base every day and that is why we are looking for a customer-oriented individual who will join our support team and help us provide top-notch service to clients to enhance their satisfaction with our products. If you see yourself at our customer facing forefront, join us for exciting learning opportunities, career development, and lots of room to grow.

This is what you will do at Microblink as a Customer Support Specialist:

  • provide customer support by answering to customer technical and non-technical inquiries
  • work closely with the sales and development teams to fix issues and bugs
  • allocate and coordinate incoming inquiries that do not fall within the scope of customer support to appropriate departments
  • regularly participate in calls and meetings with customers to facilitate the usage Microblink products
  • analyze and reflect on the customer support process to seek for improvement opportunities
  • monitor and implement appropriate customer support practices and trends to improve the customer journey and user satisfaction rates
  • create and maintain a customer support knowledge base
  • track public channels (forums, Github, Stack Overflow, etc.) and answer or coordinate queries regarding Microblink products
  • independently generate license keys, required to use Microblink products, using internal tools

You are the right person for us if you:

  • have 2+ years of experience in customer support
  • are familiar with and understand the specifics of mobile and/or web application development at a basic level
  • have a strong customer-centric approach and mindset
  • like to get to the core of a problem, using analytical thinking and exploring various solutions
  • you value an analytical and responsible approach to work, while being able to prioritize well to appropriately escalate issues as needed
  • have interest in technology and you like to keep up with the latest trends
  • like to work in a team, but you’re also capable to work independently
  • have an outstanding command of spoken and written English
  • able to work flexible hours and available for stand-by shifts

An additional plus is if you:

  • have experience working in the ICT industry
  • have experience working on a web (javascript/typescript) and/or mobile platform (Java, Kotlin, Obj-c, Swift)
  • have experience with some development tools such as Android Studio, XCode, Docker
  • have experience with Zendesk/Service cloud and Jira or other proprietary issue tracking product
  • know the basics of programming

What we offer:

An opportunity to learn and develop your skills in the fast and smart-growing tech company through:

  • Direct mentorship - we make sure everyone constantly grows, and we will provide you with guidance and support from more experienced team leaders
  • Knowledge sharing and internal educations, both expert and wider knowledge
  • Dedicated time for personal growth and adopting new skills
  • Dedicated budget for professional development
  • Attending the world’s top conferences
  • Online and live courses
  • The internal library that keeps growing, based on our needs and interests
  • An opportunity to build your competency development plan together with support from the committed team around you
  • An opportunity to work in a motivated, open-minded team that cherishes new ideas and initiatives
  • A culture that recognizes and rewards success, and is not afraid to try, fail and learn from the mistakes
  • We are sports enthusiasts, so if you are one too, you can run with us, hike to the mountains or you can use your Multisport card to play any other sport :)
  • We take special care of our parent-team members by preparing personalized gifts and organizing cool events for their kids, we cover paid leave for parents and 100% paid sick leave for their kids
  • Although our team members like to spend time at work, we value their free time and guide them to spend their quality time off work as well
  • If you are a modern technology lover, we feel you. That’s why we offer you an additional individual budget for the equipment
  • Together with us, you will build extraordinary and future-oriented products for more than 200 million end-users with constant growth!
  • An opportunity to take a lead as a front-face in industry-specific networking events, talks, and panels
  • Potential travels to the USA

Customer Support Specialist

Job description

Customer Support Specialist

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