Customer Support Specialist

If you are a communicative and calm person, first in the line when someone needs help with technology, this is a position for you!

Productive is a fast-growing, successful SaaS business driven by a team of top-notch professionals. Born as a spin-off out of Infinum, Productive today has a life of its own and it is selling to businesses from all over the world. We make our customers’ lives easier, their businesses more profitable and we still manage to provide the best user experience and user-friendly interface.

However, we cannot do it alone. We’re growing in numbers every day and looking to expand our team of 15 people.

Who are we looking for?

We’re looking for a Customer Support Specialist who will efficiently manage customers’ questions, queries, praises and occasional complaints (unfortunately) through various (mostly written) communication channels: e-mails and chats. Since we’re a global product and have customers from all over the world, we’re looking for someone with top-notch written and spoken English skills.

Your mission (should you choose to accept it) will be 3 main things:

  1. customer support
  2. developing our user-training materials (Help pages, Videos and more)
  3. testing out new Productive features and reporting issues to our Product team

Your day-to-day responsibilities will include:

  • maintaining a positive, empathetic and professional attitude toward customers at all times
  • building sustainable relationships with customers through open and interactive communication
  • responding promptly to customer inquiries and providing product information
  • knowing our product inside out so you are able to answer all questions
  • handling customers’ complaints, providing appropriate solutions and alternatives within the given time frame; following up to ensure resolution
  • communicating and coordinating with your colleagues as necessary
  • identifying and assessing customers’ needs to achieve satisfaction
  • providing feedback on the efficiency of the customer support service process
  • creating educational materials (Videos, Help docs, Blog posts, etc.)
  • helping with product testing and hunting down bugs (QA type of work)

Who are you?

  • ideally, you’re working or have worked as a Customer Support Agent in a customer-oriented company or have some degree of experience in an agency or a consultancy firm (so you have a good understanding of our target audience)
  • you have excellent English and Croatian communication skills, both written and verbal
  • you have the ability to show empathy and to stay calm when customers are stressed or upset
  • you have the skill to explain complicated concepts in simple language terms
  • university education is not particularly important to us
  • experience in software testing will be considered an advantage

What can we offer?

To get a better picture of what we can offer, check our Careers page, but a TL;DR is:

  • the opportunity to work on one product
  • a relaxed working atmosphere and flexible working hours
  • a competitive salary
  • top-notch equipment
  • a chance to communicate your own ideas, bring them to life and see them have a real impact on the product
  • the opportunity to work in a successful company that’s growing and changing every day
  • the opportunity to work with customers from all over the world
  • the opportunity to work in an awesome team of the best people in the industry and learn from them

Other perks:

  • fun and games budget
  • dog-friendly offices
  • sponsored health checks
  • sponsored gym membership
  • sponsored car and bike parking
  • fresh fruit and healthy snacks every day
  • sick leave paid in full (none of that 70% nonsense)
  • baby cash – a cash bonus when becoming a parent (if applicable)

How do you get this job?

If you think we can live up to your expectations and you’re willing to share your experience and knowledge, please apply using the application form below. Please send us the following documents in English:

  • a short cover letter explaining why you think you’d be a perfect fit for this job (.pdf)
  • your CV (.pdf)

For sending documents (your CV and cover letter), please use a file-sharing service such as Dropbox, Google Drive or OneDrive.

Bonus points if you know what Pašareta is.

Apply for this position

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