Customer Support Representative (Mailtrap.io)

Join Railsware! Your Responsibilities Manage customer support requests and respond in a timely manner via email and chat Verify accounts for spam/phishing prevention Provide hands-on support and troubleshooting by handling technical customer queries, debugging issues, and guiding users through setup Independently solve clients' requests and issues Engage proactively with customers by assisting with onboarding, user adoption, and retention strategies to ensure they get the most value from the product Ensure all issues are properly logged Prioritize and manage multiple open issues simultaneously If necessary, initiate collaboration with the Product Owner or Development Team to find possible answers and/or workarounds to suggest to customers Maintain a high-quality support service by actively contributing to the improvement of established processes Possibly manage customers’ reviews on 3rd party platforms Contribute to the development and maintenance of our knowledge base by creating and updating support articles and documentation Your skills 1.5+ years of experience in technical/product support for a SaaS product Advanced English skills, both written and spoken Ability to investigate, reproduce issues, and dive deep into the product Strong analytical thinking with an understanding of customer needs and data challenges to offer the best solutions Ability to proactively guide customers toward data-driven success Willingness to conduct independent investigations to determine the root causes of problems Experience working with support management software (e.g., Help Scout, Zendesk, Stripe) or other Strong ability to multitask and prioritize effectively High attention to detail and accuracy Flexibility and ability to adapt quickly and learn new tools Effective teamwork and communication skills Would be a plus Experience using CRM systems and task management tools Basic knowledge of HTML Experience with email-related issues, campaigns, and deliverability Basic understanding of marketing newsletter industry Bachelor’s or Master’s degree in a tech field