27 day(s) ago

Technical Customer Support Champion vacancy at ProxyRack

Negotiable salary


Remote worker location: Worldwide
English: Advanced, Upper Intermediate, Native Speaker
Experience: 1+ years
Employment: Full-time

ProxyRack

ProxyRack is a leading residential and datacenter proxy provider that helps power other SaaS companies to unblock the internet.

We are a successful SaaS that has been around for over 8 years and is currently experiencing a new period of rapid growth. We have huge plans for the next 5 years and we want to get the right people on board to come on the journey.

We are a fun, relaxed, and fully remote company, that will offer amazing training, support, and flexibility.

Responsibilities

You will be reporting to the Marketing and Operations Manager (super supportive manager).
You will receive technical training and support from the Founder.
The main tools we use are Slack, Help Scout, Notion and our custom backend solution
There is a frontline customer service team who will escalate issues and opportunities to you, so this is not a general helpdesk role.
You will reach out to VIP customers to create direct relationships.

Day to Day

Here is a sample day, which is very much made up and will look different in reality, but should give you a good idea of what we are thinking.

Work times are flexible of course:

9 am – 11 am: Deal with emails and escalated support tickets looking for retention, upgrade and sales opportunities.

11 am – 1 pm: Onboarding, sales, and technical support calls looking for retention, upgrade and sales opportunities.

1 pm – 2 pm: Lunch time

2 pm – 3 pm: Proactive outreach to VIP customers

3 pm – 4 pm: Deal with emails and escalated support tickets looking for retention, upgrade and sales opportunities.

4 pm – 5:30 pm Onboarding, sales, and technical support calls looking for retention, upgrade and sales opportunities.
Long Term
This is our first hire in the customer success space and as we grow there will be opportunities to grow with us, including leading the future Technical Customer Success Team (for the right candidate, of course)
Timezones
As mentioned we are flexible on working hours and timezones, but as an idea:
Your Manager will be in Melbourne Australia, so some work crossover in the early training stages would be necessary
Our customer service agent is in the Philippines, crossover not required, but wouldn’t hurt.
Many of our customers are in the US, so some crossover there would be good.

Requirements

We want someone who will buy into not only our company but the world of proxies. We understand you may not be an expert… yet, but if you have a technical background and a real curiosity to learn, you could be a great fit. We are looking for long-term hires who want to grow with the company.

Must be motivated with experience remote working and working autonomously.
Fluent English speaker and writer (with other languages a bonus).
Friendly and warm manner on phone and email.
Not scared to get on a video call and talk to people.
Must have experience scraping data.
Must have programming and/or development experience.
Wide array of technical skills and abilities.
Must be able to pick-up new technologies quickly.

Skills considered as a good plus

Experience with using proxies.
Experience working for a proxy company.
Basic experience with PHP, Python and/or Java an advantage.
Background in sales or business development.
Background in customer service or customer success role(s).

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