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Technical Customer Support Specialist

Qase

Anywhere in the Worldपूर्णकालिकरिमोट

भूमिका के बारे में

  • Headquarters: Delaware, USA URL: https://qase.io/ Hey there!
  • Qase is a modern, all-in-one test-management platform used by QA engineers to ship better software, faster
  • Customers love us for two things: our clean product and a support experience that consistently scores 95% CSAT and 4.7/5 on G2 (https://www.g2.com/products/qase/reviews)
  • To keep that bar high and be ready for any increase in volumes, we’re adding a Technical Customer Support Specialist to the team
  • You’ll own frontline conversations, spot patterns, and have the freedom to fix what’s broken without a five-layer approval chain
  • (For example, one of our reps produced a library of FAQ articles, cutting average chat handle time by 15%.) WHAT YOU’LL ACTUALLY BE DOING HANDLE INBOUND Resolve about 20-30 chats per day in Intercom; escalate bugs to the Engineering team and capture improvement or feature requests from customers
  • When required, hop on Zoom/Meet calls (approx
  • 3–5 a week) when “show-and-tell” beats back-and-forth typing
  • Keep our enterprise customers smiling with quick, thorough, empathetic responses
  • CONTENT & COMMUNITY Expand our public knowledge base (https://help.qase.io) and occasionally contribute to our blog (https://qase.io/blog) Occasionally, engage on our public roadmap (https://qase.canny.io/), G2, and other communication channels as the friendly face of Qase
  • BE AN INTERNAL LIAISON Distill customer feedback into clear Jira tickets and Canny posts so Product knows what to tackle next; focusing on what matters amid the noise is something we value
  • Be a product expert and work with Sales to answer questions and assist their efforts
  • Handle tricky escalations with grace; de-escalate tense conversations before they turn into fire drills :) QUALIFICATIONS MUST-HAVES 2+ years in B2B SaaS customer support (L1/L2)
  • C1-level written and spoken English
  • Pro at root-cause discovery — separate what users say from what’s actually wrong
  • Good judgment when the playbook runs out
  • Curiosity for how things work; you enjoy digging into a customer’s setup
  • Able to operate autonomously; no one will constantly watch over your shoulder
  • Quickly learn a new tool/software
  • Calm, diplomatic communicator, especially when conversations get heated
  • You value detail and are not sloppy
  • Hands-on with tools like: Canny, Jira, Notion, Intercom (or equivalents)
  • NICE-TO-HAVES Basic comfort with REST APIs, browser dev-tools
  • Hands-on background in technical troubleshooting is a strong advantage — you’ll regularly dive into unfamiliar tools and customer environments, separate knowns from unknowns, and build a testable hypothesis to pinpoint the root cause
  • AI AT QASE We lean on AI to improve replies, classify tickets, and automate repetitive chores so we can focus on interesting work
  • If you’ve used ChatGPT, custom prompts, or other tools to speed up support, tell us!
  • Recording a quick 1–2-minute Loom video about how you applied AI ideas is a plus — but is not mandatory to apply
  • SUCCESS METRICS Maintain ≥95% CSAT score
  • Increase self-serve deflection by adding at least two high-value help articles per month
  • Initiate and drive a process improvement that directly impacts the team’s efficiency
  • WORKING HOURS We run a rotating shift schedule that covers 24 hours, so you’ll occasionally work a night shift (12 a.m. to 9 a.m IST) roughly once every three months
  • Shifts rotate monthly
  • Weekends are normally off (Saturday and Sunday), but you may need to swap a day or two if someone is unavailable
  • LEAVE POLICY You will be entitled to 28 calendar days of vacation per year (equivalent to 20 business days)
  • Thanks for reading this far – looking forward to your application!
  • To apply: https://weworkremotely.com/remote-jobs/qase-technical-customer-support-specialist

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Technical Customer Support Specialist · Qase · JobsNepal