Technical Support Specialist Hybrid

2 tygodni temu

Warszawa, Mazovia, Polska Grammarly, Inc. Pełny etat

Grammarly offers a dynamic hybrid working model for this role. This flexible approach gives team members the best of both worlds: plenty of focus time along with in-person collaboration that helps foster trust, innovation, and a strong team culture.

About Grammarly

Grammarly is the world's leading AI writing assistance company trusted by over 40 million people and 50,000 organizations. From instantly creating a first draft to perfecting every message, Grammarly helps people at 96% of the Fortune 500 and teams at companies like Atlassian, Databricks, and Zoom get their point across—and get results—with best-in-class security practices that keep data private and protected. Founded in 2009, Grammarly is No. 7 on the Forbes Cloud 100, one of TIME's 100 Most Influential Companies, one of Fast Company's Most Innovative Companies in AI, and one of Inc.'s Best Workplaces.

The Opportunity

To achieve our ambitious goals, we're looking for a Technical Support Specialist to join our Customer Care team. This role will lead the transformation of customer experience through innovative customer care.

In this role, you will directly impact the enhancement of Grammarly's product offerings and the retention and expansion of our revenue-generating customer base.

As a Technical Support Specialist, you will:

  • Provide timely, empathetic, and solutions-focused support, keeping users' needs at the center of every interaction.
  • Assist with account, subscription, and product-related inquiries, ensuring accuracy, efficiency, and a seamless user experience.
  • Troubleshoot technical issues related to Grammarly's products and guide users toward clear, effective resolutions via email (help desk).
  • Reproduce and escalate technical issues to developers, helping to improve the overall user experience.
  • Occasionally organize calls with Enterprise customers to diagnose and resolve more complex issues related to SSO, SCIM, or enterprise deployment of Grammarly's products.
  • Deliver a smooth, frustration-free support experience that strengthens user satisfaction and loyalty.
  • Collaborate with cross-functional teams to enhance support processes, share insights, and drive product improvements.

Your Journey with Us:

  • First 30 Days: Immerse yourself in our company culture and policies while mastering the tools, workflows, and ticket resolution. With the guidance of experienced peers, you'll complete training assignments and assessments in a timely manner.
  • By Month Three: Gain a comprehensive understanding of our product offerings. After completing six weeks of dynamic training and passing the final assessment, you'll be ready to tackle a variety of non-technical tickets independently, with an improving speed and quality of service.
  • By Month Six: Contribute to the team's key performance targets by delivering exceptional, proactive customer assistance. Your expertise will allow you to support peers and assist junior agents, transforming potential negative experiences into positive outcomes and retaining customers.
  • By Year One and beyond: Continue to meet and exceed team goals, demonstrating your ability to resolve customer inquiries efficiently. Assist numerous customers and take on expanded responsibilities to drive team success, showcasing your commitment to outstanding customer care.
Qualifications
  • A passion for delivering exceptional customer service, not only by resolving issues but by proactively identifying and preventing them.
  • Advanced proficiency in written and spoken English, ensuring clear and professional communication with users.
  • Strong critical thinking and problem-solving skills allow you to effectively diagnose and resolve technical issues.
  • A clear, empathetic communicator who values patience and can simplify complex technical concepts for users.
  • Exceptional attention to detail and reading comprehension, ensuring accuracy in troubleshooting and issue resolution.
  • A quick learner who seamlessly navigates and retains large volumes of technical information.
  • Previous experience providing technical support, with a strong focus on troubleshooting and user assistance. Experience handling connection/network and UI or SSO issues is a plus.
  • Familiarity with operating systems (Windows, macOS), web browsers (Chrome, Edge, Safari, Firefox), and collaboration tools (Slack, Zendesk, Jira, or similar). Experience with ticketing systems is a plus.
  • Embodies Grammarly's EAGER values—Ethical, Adaptable, Gritty, Empathetic, and Remarkable.
  • Inspired by Grammarly's MOVE principles—Move fast and learn faster, Obsess about creating customer value, Value impact over activity, and Embrace healthy disagreement rooted in trust.
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.
  • 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 team member resource groups, Grammarly Circles, which promote connection among those with shared identities including BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs.
  • Comprehensive benefits: Grammarly offers all team members competitive pay along with a benefits package encompassing health care and ample and defined time off. We also offer support to set up a home office, wellness, and pet care stipends, learning and development opportunities, and more.
  • Increased bonus: Grammarly generally offers a 50% bonus to customer care agents available to work for at least 3 hours between 8 p.m. and 8 a.m. CET and a 100% bonus to agents available to work between 8 p.m. and 5 a.m. 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 or ethnic origin, religion or belief, color, gender expression or identity, sexual orientation, sexual identity, national origin, citizenship, age, marital status, veteran status, disability status, criminal prosecution, judgment in a criminal case, or any other characteristic protected by law.

For more details about the personal data Grammarly collects during the recruitment process, for what purposes, and how you can address your rights, please see the Grammarly Data Privacy Notice for Candidateshere.

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