✅ Highlights of the role:

Location: This position welcomes all applicants from Portugal or Serbia into a remote working model (you can come into the office or not, it's up to you)

The Team: We are small enough so that you get to know everyone and we are growing every day.

The Product: You will be working on our modern Workforce Management solution. Omnichannel, easy to use, deployable in under 2 minutes & made exclusively for Zendesk. In a nutshell, our software helps companies schedule, track, monitor, and find trends to help agents become more efficient and managers more engaged. You will be an integral part of seeing the product grow into something even more special than it is today. There are 6,000 users around the world using tymeshift and we work with companies like Loom and Upwork.

Interview Process: 3-4 hours including interviews and practical assessment where you will meet the people you will be working with and get a feel for our company's culture. It's important for both of us to make sure we are making the right decision!

Reports to: Samuel, Technical Support Team Lead. Samuel is a Portuguese tymeshifter who is currently in charge of the Support Team; as someone who loves to help, his top priority is to make sure that not only the customers but also the Team is happy with the platform, always aiming at having the proper solution for each case presented.

🚀 Your mission at tymeshift:

As a Customer Support Agent at tymeshift, you are the first point for our customers to turn to when things go wrong (aka the shoulder to cry on). This means you will be the expert with a strong technical background responsible for providing exceptional support to all our customers and prospects. You will use your communication and analytical skills to get to the bottom of reported issues and you’ll accurately document all the information for our engineers to work on fixing. Through internal and external conversations you will be building rapport and lasting relationships with our customers and internal teams. You have a curious mind and hunger to learn more every day, and ultimately you will become a guru of WFM, Tymeshift, and Zendesk. You are driven to help customers, performance-oriented, organized, eager to lead the team, and ready to work full-time long-term basis and become a part of a leading and market reshaping organization.

Compensation, Benefits and Perks:

  • Customer Support Agent earn €20,000 - €24,000 per annum
  • A meaningful stock option plan and competitive benefits
  • Our people get unlimited vacation
  • Learning fund that we encourage you to use
  • Paid travel to other offices
  • Private health insurance


🔍 What we're looking for:

Previous Experience

  • No degree needed, soft skills* are the degree you need
  • 2+ years in a client-facing technical role at a SaaS organization
  • 1+ years experience with Zendesk preferred
  • Experience with WFM software preferred
  • Experience in reporting/data analysis preferred
  • Experience managing omni-channel support requests preferred

Skills

  • Excellent written and verbal communication skills
  • English: you are fluent
  • Analytical & problem solving
  • Ability to make sense of something complex and explain it in plain English
  • You identify by the following: teams over solos
  • Reliable & punctual

*Soft Skills

  • Not an asshole
  • Positive attitude
  • Excellent communicator
  • Bias to action
  • EQ - Would you google it?

Responsibilities

  • Use your expertise in our solution, in WFM, and the overall industry to create a seamless experience for our customers
  • Represent our culture, values, and brand by being our customers’ ultimate ally
  • Answer technical support requests and product questions via email, chat, and phone, and any other communications channel
  • Coach and empower our customers in every interaction. Be the expert our customers want to rely on
  • Troubleshoot incidents, collect the necessary information & escalate these to our engineering team
  • Proactively share user & product feedback to our product and engineering teams to improve our solution
  • Actively participate in our QA cycle by testing features, changes & bug fixes
  • Act as a bridge between engineering, customer success, and sales on technical issues
  • Contribute to our knowledge base for internal and customer use
  • Attend daily team stand up’s, weekly Global Team & other recurring meetings

🏅 How we'll measure success

Your ability to problem solve by collaborating with the team, and your ability to establish a great rapport with our customers in creating a seamless experience for them. We take in consideration the Customer Satisfaction rate, first response time, resolution rate, and other performance KPIs.

🎓 About tymeshift

We are a diverse, distributed team with offices in Lisbon, Portugal & Novi Sad, Serbia. We're on a mission to make WFM simple for support teams using Zendesk and we aim to enjoy the ride as much as the destination.

We invite you to take a look at our Mission, Vision, Values to get to know more about the company culture we strive for.

INCLUSIVE & LOVING IT!

We’re 100% inclusive, and that’s incredibly important to us. With everything we do, our team is supportive and accepting of everyone in every interaction we have. We embrace each other’s unique qualities, and yours as well if you work here. It’s our policy to hire awesome people, and we don’t discriminate based on any legally and non-legally protected statuses (like religion, race, gender identity or expression, marital status, veteran status, age, disability, etc.). Actually, we even encourage it.

Questions? Take a look at our recruitment process or ask our hiring manager for this position: marko[at]tymeshift.com