Technical Support Engineer

 FirstPromoter helps SaaS and other subscription businesses to easily launch and manage their referral and affiliate programs. We're one of the top affiliate tools in the market, with hundreds of clients worldwide, ranging from small one man startups to companies valued at $4 billion. We launched 5 years ago, fully bootstrapped and highly profitable since then.




 We're looking for a highly skilled Technical Support Specialist that will ensure the happiness of our users as well as of keeping an up to date help-center. Through your daily conversations with our users, you'll understand their needs and concerns, helping them solve their issues and suggesting improvements to our team.




 Since we're at the beginning of our journey, you'll play a big role in shaping the future of our company, that's why having initiative, being reliable and driven it's essential for us.




 
Responsibilities


 
answer our users queries in a timely, accurate and emphatic manner via live-chat and emails
 
help users integrate FirstPromoter into their website and troubleshoot integration issues
 
proactive outreach to new trials or existing users and provide on-boarding support assistance, guiding them through our features
 
assist our front-end developers and customer success manger on various tasks if needed
 
occasionally jumping on ad-hoc calls with customers to quickly fix issues, as necessary
 
review new customers' website to check if their tracking code is integrated properly
 
provide occasional demo calls to potential customers or quick screenshare videos to help users
 
improve our help documentation with new articles, tutorials, how-to videos etc
 
improve our technical documentation, like API or integration section with new or updated articles / tutorials
 
gathering customer feedback and sharing it internally to improve the product and/or establish better support practices
 
build and maintain integrations with different platforms
 
continuously learn about our industry and our product to become a subject matter expert that our users can rely on
 
Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals
 
Analyzing customer data and helping them discover aspects of the product that are most beneficial to them
 
Keeping customers updated on changes to the product they’re using, new features and new products they might find useful


 




 Working hours


 
1pm - 9pm GMT+2


 



 What we're looking for


 
minimum 2 years experience working for a SaaS company on a customer facing role
 
a friendly, emphatic and patient person. You take time to understand a customer's needs and know that patience and understanding are the most important ingredients in helping a customer with their concerns.
 
tech-savy, ability to quickly grasp relatively complex user flows and experience working with different type of software applications
 
any knowledge about affiliate marketing, sales funnels and billing platforms is highly appreciated
 
experience with Javascript, HTML, CSS is required
 
1-2 years experience with front-end frameworks (React, Vue, etc)
 
good understanding of REST APIs
 
Ruby/Rails and server-side frameworks knowledge a big plus
 
Solid understanding of website/internet technologies and ability to debug using browser tools
 
fluent in spoken and written English
 
ability to keep up with live chat support
 
a big plus if you already worked with Intercom


 



 Benefits


 
remote work only – we are where you are!
 
flexible work schedule - Freedom & flexibility; fit your work around your life
 
great working environment that values the importance of work life
 
being able to work directly with the founder
 
paid time off for any public holidays in your own country
 
1 day off for your birthday
 
21 vacation days per year fully paid