Customer Support Specialist in Sharry
What do we do in Sharry?
The foundations of the “smart building” called Sharry were laid by 4 enthusiasts back in 2016. Together they built the software solution for all new office buildings developed by Skanska in Central Europe. And soon after Sharry won a tender to become a technology partner for NYC's largest commercial landlord. The company has received two investments to reinforce its position as a global PropTech company of 40+ talented professionals based in Prague HQ, Warsaw, New York, Boston,...
Our Customer Support Team is looking for a new member to help us provide exceptional technical assistance and maintain outstanding relationships with our customers worldwide.
As part of the Global Support Team, you will be responsible for 1st level support and for coordinating the workflow of other team members as well as overseeing daily service requests to ensure we meet the support needs of our clients and maintain a high level of customer satisfaction.
Your mission at Sharry:
- You will discover a new world of smart buildings as well as develop an in-depth understanding of Sharry solutions, serving as an ambassador to our customers, ensuring they are achieving great value from our products.
- You’ll handle customer requests on a daily basis with prompt follow-up as per agreed SLA.
- Ensure customer satisfaction and provide exceptional customer support on technical issues via E-mail. From issues identification, troubleshooting to its escalation and resolution.
- Become familiar with all integrated vendor solutions to ensure that we match up the best-connected solutions based on customer needs.
- Interaction with clients, vendors as well as co-workers across all departments (Product, Engineering, Sales, Delivery).
What tools will you be working with?
- Brain - more important than how many tools or software you know, is the way you think and how proactive you are in finding solutions.
- AI tools - to summarise your ticket, suggest answers, gathering product questions, etc.
- Slack - our daily communication channel with co-workers.
- Jira - tasks management tool for our Engineering team.
- Freshdesk - the only ticketing system you need to handle all customer requests.
- Kibana - logs tool to help you find all events related to any reported issues.
- Postman - enables you to check and troubleshoot API requests.
Who will be your partner in crime?
- Artem - superhero and your team leader
- Dmitry - master of out-of-the-box solutions and the most experienced colleague
- Irina - doctor precise support
- Lorenz - young blood from Phillipines
- Kevin - Country Manager for US market and our colleague to handle any client’s on-site requests
- Carlos - Country Manager for US and Mexico market and our colleague to handle any client’s on-site requests
Artem has acquired a comprehensive knowledge in the field of Customer Service and Operation Management role in a competitive business environment of hotels. He started at Sharry as 1st & 2nd level support before he switched to a manager role. Therefore, he has a deep understanding of the challenges and difficulties of a beautiful work in the Customer Care Department. In his leisure time Artem enjoys spending time with his friends and learning new languages.
You should have:
- Previous IT customer support experience - tech savvy and interest in SaaS.
- Basic knowledge of IT, computer networks, TCP/IP is an advantage.
- Team player and customer oriented - you love working with people and helping them on daily basis.
- Excellent communication skills in Czech and English - you can explain complex matters in clear and structured way.
- You are willing to work in shifts, weekends and on public holidays.
In return we offer:
- Pleasant working environment, free company culture 🤟
- Playstation 5 at the office (+ colleagues eager to play)
- Off-work sport activities 🏞
- Flexible working hours, remote work possibility ⏰
- Smart HQ offices located directly at Smíchovské nádraží subway station in Prague powered by Sharry 🏙
- Free parking for your car or bike (+ even shower) 🚘
- Part-time/Full-time upon agreement ✅
- Dell / MacBook computer + company phone 💻
- 5 weeks of vacation, 6 sick days per year 🏝
- Free fruits & healthy snacks in the office 🍒
- Company breakfasts, Sharry Beer events, parties, team-building sessions 🎈
- Free tickets to public events (theatre, cinema, escape games, ice skating, and more) 🎭
- Multisport card ⚽️