Technical Support Agent

  • Customer Happiness Team
  • Remote job

Technical Support Agent

Job description

We’re looking for some kick-ass people to join our amazing Customer Happiness Team!

We’re a hardworking and dedicated bunch of people distributed across the globe, who are growing and taking Mailbird’s level of Support to the next level. We are looking for people who share our passion for assisting and educating customers in how to get the most out of a product, and who relish contributing towards its iterative development.

The working hours for this position will be 09:00 - 17:00 (MDT) from Tuesday to Saturday, but we welcome applicants from all countries (and therefore from nearby time zones) since we can adjust the working hours slightly to accommodate the right candidates.

We are a remote native company, with an amazing international team. One of the best parts of working with Mailbird is the incredible group of people and amazing culture which we have established. We encourage a balance of high productivity with other parts of life like health, wellness, learning, personal development, and of course fun!

At Mailbird, each and every one of us is passionate about what we are doing, and this makes our work incredibly stimulating, challenging, and enjoyable all at the same time - so it’s never boring with the Mailbird family!

Job requirements

  • English Language Skills - You must have an impeccable grasp of the English language (spoken, and particularly written).
  • Experienced - You must have at least 2 years of experience in a similar role.
  • Zendesk - You know your way around Zendesk, with a strong understanding of its workflows, tools, data-gathering processes, etc.
  • Puzzle Solver - A proven background in solving problems of a more technical nature in a methodical and inquisitive manner.
  • Mac & Windows - Experience in working in a technical capacity with both MacOS and Windows is a big plus.
  • QA Testing - Any previous experience in basic functional UI testing would be highly valued.
  • Documentation - A background in documenting internal processes and best practices (e.g. KB articles) would be advantageous.
  • Process Driven - You are rigorous in how you approach your work, following standard operating procedures.
  • Target Driven - The quality of our Support will always come first, but we must also ensure that we make a measurable and meaningful contribution each day.
  • An educational approach to the job - We want to help our users get the most out of Mailbird, and not just simply answer their questions.
  • Self-motivated - You are comfortable and willing to work independently for much of the time.
  • Innately Curious - You aren't afraid to ask questions in order to continuously develop and fine-tune your professional knowledge.
  • Well-equipped - You own an up-to-date PC or laptop, and have a strong and reliable Internet connection.

Benefits of working with us

  • A competitive contractor pay.
  • A degree of flexibility in your working hours.
  • 20 days paid vacation each year.
  • Health days.
  • Team building sessions.
  • A chance to work with an exceptionally skilled global team.
  • The opportunity to make an impact in a growing yet established company.