Technical Support Specialist

2 tygodni temu

al Jana Pawła II a Kraków, Polska Grammarly Pełny etat

Grammarly is excited to offer a remote-first hybrid working model. Team members work primarily remotely in the United States, Canada, Ukraine, Germany, or Poland. Certain roles have specific location requirements to facilitate collaboration at a particular Grammarly hub.

Grammarly team members in this role must be based in Poland, and they must be able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub(s) where the team is based.

The opportunity

Grammarly is the world's leading AI writing assistance company trusted by over 30 million people and 70,000 professional teams every day. From instantly creating a first draft to perfecting every message, Grammarly's product offerings help people at 96% of the Fortune 500 get their point across—and get results. Grammarly has been profitable for over a decade because we've stayed true to our values and built an enterprise-grade product that's secure, reliable, and helps people do their best work—without selling their data. We're proud to be one of Inc.'s best workplaces, a Glassdoor Best Place to Work, one of TIME's 100 Most Influential Companies, and one of Fast Company's Most Innovative Companies in AI.

To achieve our ambitious goals, we're looking for a Technical Support Specialist to provide timely, empathetic help that keeps the customer's needs at the forefront of every interaction. This person will assist with product-related issues, including planning, installation, training, troubleshooting, maintenance, upgrading, and offboarding. They will be responsible for maintaining positive customer relations and satisfaction by providing service via email (help desk) and working cross-functionally with teams across Grammarly.

Your impact

As a Technical Support Specialist, you will be the first point of contact for Grammarly customers. Knowing our product offerings inside and out, you will become a product expert. You will take ownership of finding improved ways to deliver exceptional customer service and refine customer support solutions.

In this role, you will:

  • Respond to various technical and non-technical customer inquiries via Zendesk, assisting users with product-related issues and troubleshooting as required.
  • Identify, prioritize, and escalate user-reported issues, working closely with Engineering and Product teams.
  • Work closely with your quality assurance lead to meet ticket volume and quality requirements.
  • Improve the team's productivity and ticket-processing efficiency by suggesting workflow improvements, identifying gaps, and creating content.
  • Create individual OKRs and contribute toward team-wide OKRs to help us meet our ambitious goals.

Curious about what you'll focus on first?

  • Within the first 30 days, you will get familiar with Grammarly's product offerings, support tools, workflows, and all user interaction types.
  • By month three, you will autonomously troubleshoot a variety of low- and medium-complexity cases.
  • By month six, you will contribute to the team's OKRs by demonstrating high standards in speed and quality of solving all user interaction types.
  • By the end of year one, you will improve customer service procedures, policies, and standards to boost team efficiency.
We're looking for someone who
  • Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
  • Is inspired by our MOVE principles, which are the blueprint for how things get done at Grammarly: move fast and learn faster, obsess about creating customer value, value impact over activity, and embrace healthy disagreement rooted in trust.
  • Is able to collaborate in person 2 weeks per year, traveling if necessary to the hub where the team is based.
  • Has excellent written and spoken English.
  • Has familiarity with both Microsoft Windows and macOS operating systems and can identify problems and replicate software glitches.
  • Has technical customer service experience and is familiar with ticketing tools like Zendesk and JIRA.
  • Demonstrates strong reading comprehension and attention to detail.
  • Genuinely likes to help others and demonstrates an understanding of what good customer support entails.
  • Fosters excellent communication skills with strong critical thinking and problem-solving skills.
  • Advantage but not required: Knowledge of console commands, terminal usage, SQL, and deployment/provisioning methods.

Support for you, professionally and personally
  • Professional growth: We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being. We support professional development and advancement with training, coaching, and regular feedback.
  • A connected team: Grammarly builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture supported by our EAGER (ethical, adaptable, gritty, empathetic, and remarkable) values. We work to foster belonging among team members in a variety of ways. This includes our employee resource groups, Grammarly Circles, which promote connection among those with shared identities, such as BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs.
  • Increased fee: Grammarly generally offers a 50% increased fee to support agents available to render services for at least 3 hours, falling between 8 pm and 8 am CET, and a 100% increased fee to support agents available to render services between 8 pm and 5 am CET.
We encourage you to apply

At Grammarly, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. Grammarly is an equal opportunity company. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, criminal prosecution, judgment in a criminal case, or any other characteristic protected by law.

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