We're looking for a support agent to help our customers via email, chat, or phone and to ensure that they are provided with exceptional levels of customer service.
About us
CAKE.com is a unicorn, product-based software company, with offices in California, Europe and Asia.
We are focused on creating products that are used by millions around the world. Some of our products include Clockify (time tracking app), Pumble (business communication app), and Plaky (task management app).
Clockify is the world's #1 time tracker, used by millions, from individuals to big companies like Hewlett-Packard Enterprise, American Express, Amazon, etc.
About the position
We're looking for a full-time customer support agent to join our growing Support Team. Clockify is a time tracking software that's gaining more and more users each day. Your job will be to help them in any way you can. This includes answering users' questions (omnichannel), creating training resources, updating documentation, and communicating users' feedback to other internal teams thus improving the overall user experience.
You'll get an opportunity to assist smart people working in big companies (like Hewlett-Packard and American Express), as well as freelancers and smaller teams working in a wide variety of industries (from tech startups and design studios to law firms and bookkeeping agencies).
Responsibilities
- Answer our customers’ questions with a good cheer primarily by email, but also by chat, phone, and social media
- Guide users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software
- Create bug reports and feature enhancement requests to properly escalate issues to relevant teams (eg. development, product)
- Create and update internal knowledge base, training material (text, image, or video)
- Refer to internal or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Know everything there is to know about our apps (features and workflows to bugs and quirks)
- Learn how and why companies track time and show our users how they can get the most out of our apps
Requirements
- Perfect English, both written and spoken (native or near-native level)
- The ability to think beyond clearing cache and cookies to troubleshoot the specific issue that’s reported is essential
- Advanced tech skills (skilled in website troubleshooting, familiar with HTML5, basic knowledge of operating systems, etc.)
- 1+ years of experience in customer support
- Clear and easy-to-understand writing ("Explain Like I'm Five" style)
- Creative problem-solver ("We don't have that feature per se, but here's how you can...")
- Communicative and empathetic (you feel energized and happy after answering 50+ emails/calls, knowing you've really helped someone)
- Fluent in Ex-Yu languages (Serbian, Bosnian, Croatian, Montenegrin)
- Residency in Serbia
Nice-to-haves
- Experience in SaaS industry
- Familiar with Zendesk Support, JIRA, Postman, etc.
What we provide
- Working in a product-based company with talented experts in the domain
- Remote-first company (full remote, hybrid model, or onsite)
- Work in two shifts: 8/9 AM - 4/5 PM and 4/5 PM - 12/1 AM
- A supportive, healthy, and transparent work culture that encourages innovation and growth
- Private health insurance
- Private dental insurance
- In-house learning program (social/soft skills workshops, leadership training, tech lectures, knowledge sharing, and tech clubs)
- Fresh fruits, soft drinks
- Breakfast in office