Commitment: Full-time Location: Krakow (or Remote in PL) Work type: remote

About FORM

FORM powers the world’s 2 billion mobile workers as they change companies and industries for good, with mobile technology that improves execution from the frontline. FORM activates and connects teams in the field – with leaders, missions, and each other – so they can deliver success in the enterprise. The FORM field execution platform serves as a digital assistant for frontline teams by guiding daily tasks, streamlining data collection, facilitating real-time communication, and providing leaders with real-time intelligence to drive faster actions and better decisions. FORM offers the world’s only integrated task management and image recognition platform and enables smart audits on more display types than any solution in the market, plus industry-leading field communications and photo reporting capabilities. FORM solutions have been deployed by Fortune 500 companies around the world.

Responsibilities:

• Respond to incoming customer queries via chat, email, or phone.
• Identify customer needs and help customers troubleshoot and consult on specific use cases or issues.
• Replicate, analyze, and document/report product defects (for example, by testing different scenarios or impersonating users).
• Update our internal databases with information about technical issues and useful discussions with customers.
• Identify when issues require further escalation and engage with technical teams for technical issue resolution.
• Provide training to new customers.
• Share feature requests and effective workarounds with team members.
• Follow up with customers to ensure that their technical issues are resolved.
• Gather customer feedback and share with our Product, Sales, and Marketing teams.
• Work hours: Shifts from Monday to Friday, covering the following time slots (Warsaw time): 9:00 AM – 5:00 PM, 1:00 PM – 9:00 PM, 4:00 PM – 12:00 AM, and 12:00 AM – 8:00 AM. Shifts rotate weekly.

Requirements:

• Advanced English (Speaking and Writing).
• Intermediate Polish (Speaking and Writing).
• From 1 year of experience in Customer Support Analyst\Representative position.
• Excellent communication and problem-solving skills.
• Ability to multitask and prioritize issues.
• Experience in handling issues and or customer complaints.
• Experience using common software (MS Office Suite — Word, Excel, Outlook).
• Basic understanding of client-server applications work.
• Knowledge of the help desk software and remote support tools (i.e. Zendesk, GotoMeeting, WebEx, Zoom).
• Ability to handle Client escalations and act as a main communication point with Clients.

Beneficial would be:

• Experience in working with browser development tools: Chrome DevTool, Firebug.
• Experience working with offshore technical teams.
• Experience in B2B Clients and Enterprise solutions support.
• Experience in writing test documentation: checklists, bug reports, test cases.
• Basic knowledge of CSS/HTML.
• Basic knowledge of API.
• Knowledge of Ukrainian will be considered as a plus, but is not mandatory.

We Offer:

• Challenging and exciting work.
• A friendly and professional team of enthusiasts.
• Competitive salary.
• Work equipment.
• Paid time off, sick leaves, and public holidays.
• Health insurance with Lux Med.
• Full remote or hybrid work from our cozy office in Krakow.
• Opportunities for career growth.

The recruitment process includes:

• Recruiter’s interview.
• Technical task.
• Technical interview.