Technical Support Manager for WSC

We are made up of a team of highly innovative, creative and customer-obsessed professionals. In today’s multicultural business world, online communication plays a pivotal role. We do only one thing, but we do it well — we help communicate clearly and smoothly by eliminating typos and grammatical issues.

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. 

Now we are looking for a Technical Support Manager to strengthen our team.

Does this position align well with your skills and interests? If you believe it is a good fit, share your CV with us. We will reach out to you if your application captures our interest.

Processes and Instruments

The WebSpellChecker technology stack includes but is not limited to use of С++, JavaScript, PHP/Laravel, HTML/CSS, Ansible, GitHub, TeamCity, AWS infrastructure, Docker, Machine Deep Learning.

We support and deploy:
Windows/Linux-based environments (backend) and web-based environments (frontend).

Every WebSpellChecker team member has a choice to work on a preferable OS, but they should be able to switch between different OSs we support.
We work on macOS / Windows 10,11 OS.

Tools:
GitHub, Docker, Visual Studio Code, Visual Studio Community, TeamCity, MySQL Workbench, Google Colab, AWS, TestRail, Google Workspace, Salesforce CRM, Atlassian JIRA/Service Desk/Confluence, GitBook, Figma, Adobe Creative Cloud, Google Analytics, Google Ads, Clarity, Hotjar.

Our Values

Robustness. We’re robust as a business unit and act according to industry best practices and standards.
Innovativeness. We seek result-driven solutions for any business case and always welcome new ideas.
Adaptability. We adapt products to new customer demands and industry mainstreams.
Customer-centric. We provide value for customers through flexible in-use products and services. 
Agility. We do our best to iterate fast, adapt, and leverage changes for our customers’ benefits.

What you will do

• Process all incoming clients’ requests, prioritize and keep them updated (JIRA Service Desk, going further on Zendesk).
• Answer all customer questions (Gmail, online Tawk.to chat, phone).
• Participate in screen-sharing calls with clients in troubleshooting issues or helping with the product setup.
• Initiate and involve the development team in resolving complicated support requests.
• Build and maintain long-term customer relationships.
• Keep customers satisfied and engaged with products and services.
• Work with claims and conflict situations.
• Provide customer support during software installation.
• Keep our product technical documentation up-to-date.
• Manage accounts and leads in CRM (Salesforce).
• Improve WebSpellChecker processes to ensure a high level of customer satisfaction and retention.
• Implement best practices to increase customer satisfaction.

Knowledge and skills required

• Background in customer service.
• Strong verbal and written communication skills.
• Excellent listening, negotiation.
• Upper intermediate or advanced level of spoken and written English.
• Attention to detail and good learning skills.
• Customer-centric approach in work.
• Strong problem-solving skills.
• Initiative, self-organized and motivated, eager to learn new things and able to multitask.

Would be a plus

• Experience with CRMs (Salesforce), Google Workspace (Gmail, Docs, Sheets, Meet), help desk support software (Jira Service Desk, Zendesk).
• Knowing additional foreign languages is highly appreciated.
• Good understanding of software development and the product management process.
• 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.