ProtonVPN Technical Support

 

Location: Skopje, Macedonia

 

Type: Full-time.

 

Experience: At least 1 year experience, must be willing to learn fast

 

Apply: Email resume and why you are a good fit to cv@protonmail.com with "ProtonVPN Technical Support" in subject.

 

What you will be doing:

• Communicating with users and providing them technical solutions
• Developing and maintaining positive user relations and satisfaction.
• Identifying and gathering information on user issues and communicating them promptly to engineering teams
• Collecting and providing recommendations on product development based on user needs
• Constantly developing and optimizing content on customer support centre

What you need for this position:

• A technical background and knowledge of VPN (Virtual Private Network) is required because ProtonVPN contains many highly sophisticated features which require technical knowledge
• Experience as technical support for at least one year is required
• Responsible, with good attention to detail
• Team player with good communication skills
• Weekend shifts will sometimes be required
• Basic understanding of programming is considered as a plus

 

Pre-sales technical support

 

Where: Skopje, Macedonia

 

When: Open immediately

 

Compensation: Highly competitive, based upon experience and performance.

 

Apply: Email resume and why you are a good fit to cv@protonmail.com with "Pre-sales Technical Support" in subject.

 

Responsibilities:

• Interact directly with ProtonMail customers to answer questions
• Provide product demonstrations /presentations over the web or phone to partners and users
• Determine customer pain points and propose appropriate solutions
• Help resolve technical support inquiries from customers and maintain the high levels of customer support and satisfaction we are known for
• Collaborate closely with our developers to improve ProtonMail based on customer feedback
• Testing the web and mobile applications on regular basis to ensure that only a high quality product is released to our customers

Requirements:

• Excellent verbal and written English language communication skills
• 1 year experience in a customer facing role presenting/demonstrating technical solutions is a plus
• Positive attitude
• Intelligence, adaptability and flexibility
• Candidates needs to be tech savvy
• Information Technology degree is required
• Experience with QA testing is a plus, but not required

 

Senior Technical Support Specialist

 

Where: Skopje, Macedonia

 

Experience: Senior. 4-5 years’ experience as a team lead

 

Apply: Email resume and why you are a good fit to cv@protonmail.com with "Senior Technical Support Specialist" in subject.

 

Customer support is one of the most rapidly growing teams at ProtonMail, providing ample opportunity for rapid career advancement. Customer support at ProtonMail also includes B2B account management and sales, quality assurance, technical documentation, and project management. As a Senior Technical Support Specialist you will provide excellent customer service and promote this idea throughout the organisation. Your aim will be to provide excellent customer service and to promote this idea throughout the organisation you work for.

 

Requrements:

• Excellent English written communication skills
• Excellent background knowledge of mail services and troubleshooting skills on a variety of operating systems
• Excellent knowledge of management methods and techniques
• Ability to think strategically and to lead
• Adaptability and flexibility
• Customer oriented attitude and strong customer facing skills
• Information Technology degree is required
• Experience with QA testing

What will you do:

• Keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations
• Ability to be hands-on when needed to manage the team responsibilities
• Lead, coach, support, and develop an expanding technical customer-focused product support team
• Oversee team performance, hire and retain talent
• Review daily priorities and take appropriate action for resolving inquiries from customers and maintain the high level of customer support and satisfaction we are known for
• Partner with engineering teams in prioritizing and resolving customer requests
• Review the product issues (bugs) and advise on their impact
• Document known solutions to internal and external knowledgebase
• Testing the web and mobile applications on regular basis to ensure that only a high quality product is released to our customers
• Helping to train and mentor new and junior technical support specialists

 

About ProtonMail:

 

ProtonMail is a fast growing technology company with approximately 25 employees in offices in Skopje, San Francisco, and Geneva, Switzerland. We provide secure email services to millions of customers in over 150 countries. Our customers range from journalists and activists, to small and medium businesses, and large government entities. ProtonMail's Skopje office is responsible for global customer support and the development of ProtonMail's mobile products. You will be joining a highly talented and fast-paced team that has a big impact on or global operations.