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You have worked in an IT support before (preferrable service provider or telecommunication oriented)
You know what a VPN is.
You know what a network adapter is and how to change DNS settings on Windows or Mac
You must be able to troubleshoot and analyze issues rather than reading from a script and replying with pre-fixed messages.
You have exceptional english skills (especially written)
As you are the face of the company when customers run into troubles or have questions, you need to remain friendly at any given moment and remain calm and helpful.
You are reliable, punctual and are willing to do the extra mile to help out in case we have extreme high demand.
You like to work in an international team in an amazing office in downtown Bucharest (Piata Revolutie) where we strive to build an amazing service and bring passion to the job.
tigerVPN is an end consumer product used by hundreds of thousands customers every day. Sometimes however our customers just need additional help or a quick answer to some of their immediate questions before they sign up or after they converted to a paid plan. You will be in charge of helping our customers using any of the available mediums (Chat, eMail, InApp support, Twitter, Facebook and Portal Tickets) - no Phones - this is not a phone support.
You will help customers and potential new ones when they raise a ticket or have a question. You follow up with their needs and help them resolve the situation in time. You will help the product team creating a better understanding of recurring issues or demand as well as feature requests so that we can improve the service continuously.
You help us monitor the network and customer activities and inform the right department if you detect an unusual pattern or critical incident.
Based on your interaction and experience, you will also write articles for the do-it-yourself library so that recurring issues can be solved without agent interaction.
Provide answers, knowledge and expertise to new customers before signing up and aftersale
Reply to customers when they raise a ticket via one of the mentioned channels.
Write Do-It-Yourself articles to offload recurring topics from the support agents.
Provide channeled feedback and improvements from customers for the product team.
Monitor customer behavior and network incidents
Inform customers about upcoming maintenance (via Twitter, FB or eMail)
Monitor social media streams and communicate with customers (we have an app for that)
Perks & Benefits:
+ Attractive salary
+ Amazing Office in Downtown Bucharest (Piața Revoluției)
+ Flexible work hours, get your stuff done as you like, no dress code in the office
+ Fully stacked Coffee Machine, Tea and sweets to boost your sugar level.
+ After work drinks & dinners and a Playstation 4 loaded with games to help you take a break
+ Young dynamic team, great support from coworkers and direct access to resources. And since we take pride in hiring the best of the best, there’s a lot of learning opportunities for you as well as playing around with awesome gadgets and equipment.
+ Get things done, fast track your ideas without bureaucratic, participative leadership
+ Work for an International company with offices worldwide
Founded in 2011, tigerVPN is a subscription based online service, providing highly encrypted communication and anonymity based on the VPN technology. Our service lets people freely communicate over the Internet, and access content from anywhere in the world, using our native Apps, on PC, MAC, Phones and Tablets. With our ever growing list of online presences, we currently operate a large network of 65+ VPN locations around the world that are available for our customers at any given time. We provide services to tens of thousands of customers every day and try to make the Internet a connected place without restrictions and borders. Built as a premium product, we need a premium Technical Customer Support Agent to help our customers when they are in need. Join our team today and grab a desk in our stunning Bucharest (Downtown) office.