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Posted about 2 months ago
Requirements and responsibilities
Join ArboStar — Revolutionize Tree Care with Us!
ArboStar is the leading all-in-one business management platform crafted by arborists, for arborists. Since 2013, we have been empowering tree care companies to streamline operations, reduce costs, and boost profits. Our innovative, cloud-based software integrates everything from CRM and scheduling to GPS tracking and business analytics, ensuring seamless workflow and exceptional customer satisfaction.
At ArboStar, we pride ourselves on fostering a dynamic and supportive work environment. We value creativity, collaboration, and dedication to excellence. Join our team and help us transform the tree care industry with cutting-edge technology and outstanding service.
Why ArboStar:
- At ArboStar, we foster a dynamic and supportive work environment where creativity, collaboration, and dedication to excellence are valued.
- Join our team and help revolutionize the tree care industry with innovative technology and outstanding service.
We are seeking a Technical Support Specialist to lead client support during implementation, resolve technical challenges, and improve overall service quality under Customer Success. In this role, you will act as a key liaison between clients and internal teams, ensuring a seamless user experience while driving continuous improvements in our technical support processes.
Key Responsibilities:
Client Support During Implementation:
- Collect and assess technical issues from newly signed clients to ensure a smooth and efficient onboarding process.
- Lead troubleshooting meetings and provide real-time technical support via Google Meet, phone calls, and recorded training materials to ensure effective issue resolution.
Technical Support & Client Assistance:
- Act as the first point of contact for clients experiencing technical issues.
- Manage client requests via emails, calls, and CRM systems.
- Address customer queries via live chat quickly and effectively.
- Diagnose and troubleshoot technical problems, escalating complex cases to developers while maintaining a high level of client satisfaction.
- Create and manage bug reports, tracking issues using CRM platforms such as Jira, Pipedrive, or similar systems.
- Work closely with the QA department to reproduce and analyze errors for effective resolution.
Ongoing Client Success & Engagement:
- Proactively check in with clients to ensure continued system usage, resolve potential issues, and enhance customer satisfaction.
- Assist in developing user guides, FAQs, and other training materials to improve client self-sufficiency.
Requirements:
Technical & Industry Experience:
- Experience in the IT industry (client onboarding, technical support, or customer success in a B2B SaaS environment).
- Strong technical troubleshooting skills and ability to communicate complex concepts clearly to non-technical users.
- Familiarity with CRM platforms such as Pipedrive, Jira, Zendesk, or similar systems is preferred.
Communication & Training Skills:
- Excellent English communication skills (C1 or higher), both written and verbal.
- Strong presentation and training skills, with the ability to conduct client sessions via Google Meet or phone.
Professionalism & Organization:
- Highly organized and self-motivated, capable of handling multiple tasks and shifting priorities.
- Customer-focused approach with a commitment to providing excellent service.
Flexibility & Work Schedule:
- Ability to work from 16:00 to 00:00 (Kyiv time).
- After three months of employment, a schedule from 08:00 to 16:00 (Kyiv time) may be available, depending on the position.
Preferred, but not required:
- Experience in technical writing.
What We Offer:
- Fully remote work.
- An opportunity to significantly influence the direction of the company.
- Steep learning curve and personal growth opportunities.
- Access to courses and training.
- Corporate English language training.
- 10 days paid vacation.
- Competitive salary.
- Work in a green industry.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)