Technical Support Consultant

The Opportunity

Stonly
is an AI knowledge platform for customer service. Our SaaS platform helps companies (DraftKings, King, Estēe Lauder, Personio, and many more) automate their customer service with AI and interactive knowledge delivered at the point of need for both agents and customers.

The company was created 6 years ago by
Alexis
(former co-founder and CPO of
Dashlane
),
David
(ex VP sales and marketing at
Calendly
) &
Krzysztof
(ex Dashlane).

Stonly is a global company with offices in Poland, France, & the US. We've raised over $22m in 2022 with top VC funds
Accel
&
NorthZone
. Our ambition is huge: to become the leading knowledge platform for customer service - a $50 billion market - and become an iconic tech brand in the space.

Join Stonly and be an essential part of our Support team, dedicated to delivering exceptional experiences for our customers. As a Technical Consultant, you'll be the go-to expert on our platform, providing personalized support and innovative solutions for our users. With autonomy and ownership, you'll have the freedom to drive process improvements and product enhancements. Collaborating closely with other teams, you'll serve as a crucial link between our company and our customers. Join us at Stonly, where your contributions make a difference in the success of our business and the satisfaction of our customers.

What You'll Do?

• Providing comprehensive support to customers, addressing both business and product-related queries.
• Assisting customers in setting up their Stonly environment and creating initial guides.
• Analyzing user issues, resolving them when possible, and escalating complex issues to the QA/engineering team.
• Engaging directly with customers via calls to offer personalized support when needed.
• Managing the flow of support inquiries and directing them to the appropriate channels.
• Creating internal and external documentation on workarounds and tips for efficient problem-solving.

Skills and Experience

• Proficiency in English is vital for managing tickets and engaging with your team members (Stonly team members are based in Poland, France, and the US).
• Strong technical acumen, poised to master our product and serve as a knowledgeable resource.
• 1+ years of relevant experience in customer-facing roles.
• Basic understanding of web technologies like HTML, CSS, and JavaScript.
• Enjoyment of teamwork, coupled with a passion for continuous learning.
• Excellent communication skills to convey technical concepts effectively.
• Willingness to share ideas and provide valuable product feedback.
• Detail-oriented approach and a curious mindset for thorough problem-solving.
• Ability to work independently and collaboratively in a fast-paced environment, prioritizing and managing multiple tasks effectively.
• You are based in Poland and willing to visit the office (Cracow), fostering a collaborative environment.

Working at Stonly

• Core Values & Culture
  : We care deeply about our customers, our business growth, and each team member's career and success. We prioritize team-building, collaboration, working with people we enjoy and who push us to become better.
• Flexible Contract Options
  : Choose between an employment contract or a B2B contract based on your preference.
• Equity Opportunities
  : Equity options are included as part of your compensation package.
• Prime Office Location
  : Work from our office in the heart of Kraków.
• Comprehensive Healthcare
  : Enjoy private healthcare for your peace of mind.
• Fitness Perks
  : Access to a Multisport card to support your fitness goals.
• Flat Organizational Structure
  : Experience a non-hierarchical environment that promotes direct communication and collaboration.

What does our recruitment process look like?

• You will first have a chat with
  Aneta
  our Talent Acquisition Manager (30 min)
• You'll then have a general meeting with
  Ludovic
  our Senior Technical Support Consultant (60 min)
• You'll then work on a task and discuss it with
  Ludovic
  and Kate, our Senior Technical Support Consultants during the technical meeting (1,5 h)
• You'll then have a conversation with
  Jean
  our Head of Data & Strategic Initiatives (30min)

Stonly provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.