Customer Support Representative

Job description

Bitrise is the market leader in mobile CI/CD. As a successful graduate of Y Combinator, we are born of the same DNA as AirBnB, Reddit and Dropbox. We have tens of thousands of customers - ranging from unicorn starts-ups to fortune 500 companies - using Bitrise to automate mobile app development and operations. Our vision is to increase the quality of apps in the world. The result? Happy developers, happy users and better applications.

 

We put an extraordinary amount of effort and love into building the best automation platform for mobile developers. We're looking for someone who can apply that same vision and thoughtfulness to the communication with the members of our community asking for support.

 

What you'll be actually doing?

  • Communicate with clients from around the world within our business hours and help them solve issues that arise during the build process
  • Initial support and classification and performing initial fault diagnostic
  • Communication within the organization, routing conversations to specific teams / stakeholders
  • Keeping affected customer informed about progress on incident reports
  • Escalating issues to Technical Support Team if necessary
  • Take ownership of customer issues reported and see problems through to resolution
  • Provide prompt and accurate feedback to customers
  • Provide help in account and billing related queries

Requirements

We’d love to hear from you if you have:

  • Several years of customer support experience at a technology company
  • Flawless written English
  • Excellent problem-solving and communication skills
  • Ability to diagnose and troubleshoot basic technical issues
  • Ability to provide step-by-step technical help, both written and verbal

Big plus if you have experience in:

  • Supporting complex software / SaaS
  • Basic knowledge of mobile development tools and processes
  • Experience working in cross functional teams

 

What we offer:

  • Clear and long-term vision
  • Being able to travel the world and meet our users
  • Supportive culture, where you can be yourself
  • We share information openly and proactively within the company
  • Super collaborative environment, where every opinion matters
  • A stack of the most modern technologies