Provide timely, empathetic help to customers via chat and email, maintaining positive customer relations and satisfaction. Become a product expert and maintain a deep understanding of product functionality. Evaluate and analyze issues to resolve or escalate tickets as needed.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Job Description
About the role Teramind is currently seeking a Customer Support Specialist to join our Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. The Customer Support Specialist will be responsible for maintaining positive customer relations and satisfaction by providing service via chat, and email, and working with the rest of the teams. The CSS operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard. This person will be the first line of contact through chat/email with our customers during their shift- Monday to Friday from 6AM to 2PM CET Responsibilities • Provide technical support to our customers • Maintain high customer satisfaction while managing operational expectations • Become a product expert and maintain a deep understanding of product functionality • Evaluate and analyze issues & their impact to resolve or escalate tickets as needed • Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies. Identify trends in support requests to help create long-term solutions. • Format into sections and lists to improve readability Requirements • Minimum 2 years of relevant experience as technical support/support engineer/customer support or in a similar role • Experience with troubleshooting in Windows, Linux and MacOS • Knowledge of cloud computing platforms (Azure, AWS, GCP) • Good knowledge of working with ticketing systems • Basic knowledge of SQL (PostgreSQL) • Basic knowledge of servers Interested in remote work opportunities in Development & Programming? Discover Development & Programming Remote Jobs featuring exclusive positions from top companies that offer flexible work arrangements. • A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills in English. • Strong interpersonal skills and ability to work with customers & cross-functional teams. • Has strong reading comprehension and attention to detail. • Ability to translate intricate technical details to simple, understandable terms. About Us At Teramind, we're pioneering a predictive, AI-driven approach to safeguarding organizations' people, data, and operations. As a global leader in user behavior analytics, insider risk management, and workforce intelligence, we empower businesses to transform data into a strategic asset - delivering clear visibility, control, and proactive protection across digital environments. We're open to hiring in just about every country in the world! Feel free to apply even if you don't live in the country listed in the job description. Benefits This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams. Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide. Additionally: • Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated. • Competitive compensation • Career growth opportunities • Flexible paid time off • Laptop reimbursement • Ongoing training and development opportunities About our recruitment process We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 3 interviews. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews. All roles require reference and background checks Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.
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