We are searching for
We are looking for a Technical Support Specialist to join our Office Timeline team. You’ll be responsible for providing exceptional technical support to our customers, ensuring they have a smooth experience with our Office Timeline software. This role requires a combination of technical knowledge, excellent communication skills, and a commitment for helping others.
Joining our team offers the opportunity to work with cutting-edge software, interact with customers from around the world, and contribute to the continuous improvement of our products and services. If you’re passionate about technology and enjoy being part of the user success journey, we’d love to hear from you!
*This position is available exclusively for Romania
If you are qualified for this position and want to become part of our team, please submit your CV now for immediate consideration! You can also write to us at jobs@rms.ro .
Responsibilities
- Provide timely and effective technical support to customers via email, chat, phone, and remote desktop tools;
- Troubleshoot and resolve customer issues related to Office Timeline software installation, configuration, functionality, and compatibility;
- Guide customers through step-by-step solutions, educating them on product features and best practices;
- Document customer interactions, including details of inquiries, issues, and resolutions, in our ticketing system;
- Collaborate with the product development team to identify and report software bugs, usability issues, and customer feedback;
- Assist in creating and maintaining support documentation, including FAQs, knowledge base articles, and troubleshooting guides;
- Stay updated on product updates, new features, and industry trends to better assist customers;
- Provide feedback to the product development team based on customer insights and support experiences to improve the overall user experience.
Required Skills and Experience
- Bachelor’s degree in computer science, information technology, or a related field (preferred);
- Proven experience in a technical support role, preferably in a software company;
- Strong understanding of Microsoft Office Suite, particularly PowerPoint and Excel;
- Familiarity with project management and timeline visualization concepts is a plus;
- Experience with remote desktop support tools and ticketing systems is desirable;
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly and concisely to non-technical users;
- Exceptional problem-solving skills and the ability to think creatively to resolve customer issues;
- Patience and empathy to handle customer inquiries and complaints effectively;
- Ability to work independently and collaboratively in a fast-paced environment;
- Puzzle solving capabilities;
- Position entails working non-standard hours that partially crosses over with US time zones (from 2pm to 10pm EET, Monday to Friday).
Benefits
- Excellent salary and benefits;
- 22 paid vacation days, 2 additional Company paid free days (Christmas and Easter), loyalty program (additional vacation days for people employed for a certain number of years);
- Floating holidays (May 1st, August 15th);
- Continuous learning on all levels (fast integration for new employees, annual training program, professional certificates);
- 5 Company paid leave days for individual study on certificate/school/courses exams;
- Flexible working time;
- Fun, relaxed, and inclusive team & work environment;
- A broad package of medical facilities for employee and one co-beneficiary;
- Company paid sport and workout subscriptions;
- Preferential banking services;
- Monthly meal vouchers;
- Legally accepted gift vouchers for employees and children of employees;
- End Year, Easter and childbirth bonuses;
- Flexible remote working.