Technical Support Supervisor

  • Engineering
  • Remote job

Technical Support Supervisor

Job description

Job Brief
In our engineering team, we focus on creating under-the-radar identity protection and automation solutions that safeguard our users' privacy online. In Multilogin, we create an application to help people automate and scale online businesses and help users working with affiliate, e-commerce, SMM, crypto or similar industries through web browser automation. 


Our customer support team needs support! Lead the team of heroes who save the day by providing technical investigation, information and resolution to complex customer inquiries related to account status, billing information and reproducing weird setups and behaviors that the customers face in the day-to-day use of our products. You will be helping the customer support team with information / documentation, assigning work and coaching more junior members of the team and talking directly with customers to help them out with configuration and deeper technical issues.


Responsibilities

    • Have regular 1:1s with team members and escalate any issues or concerns they have

    • Organize schedules, work tasks and priorities for team members

    • Track performance, KPIs and progress of work on a weekly basis

    • Liaise with and escalate issues to/from other units, especially from the customer support department

    • Provide customer support to users when needed, through various channels including email, live chat, skype call, and TeamViewer;

    • Assist internal Customer Support in questions regarding the software

    • Help users with making their Selenium/Puppeteer automation scripts work

    • Help users with setting up the environment for working with our software

    • Help user solve complex problems by providing existing solutions and 3rd party integrations

    • Achieving personal goals and KPIs set by team leaders

    • Execute various processes related to billing and account maintenance

    • Investigate user's story for the purpose of understanding consumer needs, wants and desires

    • Report bugs and feature requests using Jira

    • Exercise user communication that instils customer loyalty and success

    • Writing and updating associated documentation related to the aforementioned.

    • Performing various other tasks including but not limited to software testing as required.

Requirements

Job Requirements

  • One year of work experience in customer support or relevant qualification is required
  • Fluent English
  • Customer focused
  • General knowledge of Jira and Confluence

Bonus skills 

  • Experience with VPN technology (setup, configuring) and encryption
  • Knowledge of operating systems administration and configuration
  • Previous management experience
  • Knowledge about SQL databases and queries
  • Knowledge about Selenium or Puppeteer for automation