Termius is redefining how engineering teams interact with remote systems. Millions of engineers and thousands of companies rely on Termius worldwide. While AI has transformed modern IDEs, a terminal stays the same inefficient technology since the 1970s. As a leading cross-platform SSH client, our mission is to boost productivity and foster collaboration by rebuilding the Terminal for the modern era. At the moment, we have only one person in the Support team and are looking for the second one to help us provide a better customer support experience. We aim to keep the Support team small and productive. If you are the one who wants to make an impact, work with the broad types of tasks, be able to learn things quickly, aim to shape the processes to increase the team efficiency, then it should be a good fit for you. What your work will look like: - Handling Customer Inquiries: Responding to customer questions, concerns, and complaints through various channels such as email, live chat, and social media. - Billing questions: Assisting customers with questions related to subscriptions, upgrades, account issues, etc. - Troubleshooting and Issue Resolution: Diagnosing and resolving customer problems, ranging from basic technical issues to more complex product or service-related questions. - Providing Product Information: Educating customers about products and services, including features, pricing, and usage. - Documenting Interactions: Logging all customer interactions, issues, and resolutions in a CRM system. - Escalating Issues: Transferring complex or unresolved issues to engineering. - Maintaining Customer Satisfaction: Ensuring positive experience through empathy, professionalism, and knowledge. - Identifying Opportunities for Improvement: Providing feedback to management and teams to improve processes and products. Requirements: - Availability during New Zealand holidays; working hours should intersect with NZ time without night shifts in Serbia. - Experience in technical or customer support with ability to understand the product domain and learn quickly. - Understanding of billing processes and experience with Stripe and PayPal. - Proficiency with ticketing systems like Zendesk, Intercom. - Strong organization skills and attention to detail. - Background in improving workflows and internal efficiency. - Excellent written English with accuracy and clarity. What We Offer: - A full-time remote position with longevity benefits including paid vacation, sick leaves, and flexible time off. - Support for remote employees, including equipment and professional development resources.