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.
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.