Customer Support Specialist

Technical Support Specialist

We're looking for a Technical Support Specialist to play a crucial role in ensuring the satisfaction and success of our clients. You'll be the primary point of contact for addressing customer inquiries, providing technical assistance, and delivering exceptional support experiences for our AI-powered document processing platform.

You'll Help Us With The Following Questions And Challenges:

• How can we provide prompt, accurate, and empathetic technical assistance to resolve customer inquiries efficiently?

• What are the most effective ways to document solutions and common issues to empower both our team and our customers?

• How can we best collaborate across internal teams to ensure seamless issue resolution and contribute to product improvements?

The Role

You'll be responsible for:

• Responding promptly and professionally to customer inquiries, concerns, and technical issues.

• Troubleshooting and providing solutions for software-related problems, guiding customers through step-by-step processes.

• Preparing and maintaining comprehensive documentation for support processes, troubleshooting guides, user manuals, and FAQs.

• Working closely with other support team members and collaborating with various departments to resolve customer issues effectively.

• Communicating customer feedback and insights to the product and development teams for continuous improvement.

Our support team is customer-centric, detail-oriented, and driven by a problem-solving mindset, always striving to explain complex matters clearly. In this role, you'll directly contribute to our company mission by ensuring our clients can maximize the value of Rossum's platform, fostering their success and loyalty.

You'll work closely with other support team members for knowledge sharing and collaboration, and with product and development teams to relay customer feedback and contribute to continuous product improvement.

You'll also have the opportunity to deepen your technical troubleshooting skills and become an expert in Rossum's AI-powered platform.

You Should Apply If:

• You have a minimum of 1 year of experience in customer support, specifically within the SaaS industry.

• You are passionate about working with people and helping them on a daily basis, demonstrating excellent English language skills (both written and verbal).

• You possess a strong understanding of SaaS products and services and are proficient in using customer support tools and ticketing systems (e.g., Freshdesk, Zendesk, Jira).

• You have a problem-solving mindset, enjoy technical puzzles, and can explain complex matters in a clear, organized manner.

• You have a working knowledge of JSON and basic troubleshooting skills for software-related issues.

How We Work:

Our operations run on a shift system, currently Monday to Friday. Standard shifts are 8 hours long and usually take place between 8 am and 8 pm CEST. Please note that we are slowly moving towards a 24-hour, 5-day-a-week schedule, and the shift system may be subject to change in the future according to business needs. In addition to standard shifts, team members participate in on-call duty.

Team members are scheduled to work on public holidays. For every public holiday worked, a day off is granted to ensure our team members are compensated and have time to rest.

Embracing a modern approach to work, we offer flexible working arrangements. You have the option to work from the office, from the comfort of your home, or even choose a mix of both based on your preferences and the nature of your tasks.

What We Offer:

We are building a hyper-growth SaaS startup following the best Silicon Valley practices, in Prague.

• Stock options plan – be part of our success.

• 5 weeks of vacation.

• 5 sick days.

• Extra two weeks for paternity leave.

• High-end laptop & other necessary tech – all the tools you need.

• English & Czech language lessons on all levels.

• Multisport card to access sports facilities at any of 2,700 places in Czechia.