Middle+/​Senior Technical Support Manager for WSC

WebSpellChecker offers a portfolio of turnkey AI-powered text check solutions that encompass spelling, grammar and style correction for engineers, businesses, and individuals. The core product is WProofreader, available as a software development kit (SDK) and browser extension that can be used as SaaS and on-premise solution.

Creativity and customer focus are our core values. Our team continuously updates our product and follows key industry trends while maintaining high quality and reliability.

Now we are looking for an experienced Technical Support Manager to improve working processes and strengthen our team.

What you will do 

• Build and maintain long-term customer relationships, process incoming requests.
• Provide support during software installation.
• Resolve complicated technical requests with the development team.
• Update information in Salesforce and a service desk system. Help in the adoption of a new service desk system.
• Improve tech-support processes, build and maintain an internal knowledge base.
• Keep the product’s technical documentation up to date, especially the one available to clients.

Knowledge and skills required 

• 3+ years of experience in technical support.
• At least an Upper-Intermediate level of spoken and written English.
• Excellent listening and negotiation skills, customer-centric approach.
• Understanding of software development processes and technologies.
• Attention to detail, proactivity.
• Ability to identify priorities and quickly shift between tasks.

Would be a plus 

• Working experience in an IT product company.
• Experience with CRMs (Salesforce), Google Workspace (Gmail, Docs, Sheets, Meet), help desk support software (Jira Service Desk).
• Knowing additional foreign languages.
• Understanding of the CSS, HTML and JavaScript basics, experience working with SQL requests.
• Experience in writing technical documentation.
• Experience in working with Windows, Linux, Docker.