Technical Support Advocate

About the role

As part of our Customer Support team, you’ll be the first point of contact for our users as well as prospecting users who have questions before signing up.

We pride ourselves to be highly knowledgeable support representatives, with a clear goal to find the best solution to help our users be successful (not just answering tickets).

Success is measured in replies to resolution, user adoption of new features, and conversion from free use to paid plans.

Your responsibilities will include:

• Solving the problem of our users with the best solution possible (including workarounds)
• Developing a deep understanding of how [Quickmail.io](http://quickmail.io/) works. You are willing to become an expert, knowing the system inside out
• Guiding potential users through plan decisions and account setup to best find success in QuickMail
• Writing technical documentation for our knowledge base
• Investigate the user’s key objectives, and driving their adoption of [Quickmail.io](http://quickmail.io/)’s functionality beyond the expected
• Provide training and continued support through highly effective relationship management, centered on the customer experience
• Develop a deep technical understanding of the email ecosystem (what is SPF, DKIM, able to read email source, know what is imp[acting deliverability…)
• Creating bug reports to help the developers understand where an issue is coming from and how to replicate it

Must-haves

• Always curious and going beyond the surface level of understanding
• Comfortable giving feedback with the intention to help and receiving feedback without justifying the action behind the feedback
• Can take informed decisions without waiting for a go signal
• Strong analytical and problem-solving skills
• A fast and reliable internet connection and a good computer (at least 32 GB RAM) with a webcam
• Demonstrate that you have great attention to detail by entering koala when asked what is your favorite animal
• A fluent English speaker who is also good at writing (grammar, spelling, and punctuation)
• Comfortable working in Europe or EST US time zone

Bonus points

• Experience working as technical support in SaaS or other email software
• Experience working in a fully-remote team
• Experience in handling sales inquiries or business development
• Knowledgeable in the email ecosystem. (SPF, DKIM, and DMARC records, email deliverability, etc.)

Apply Link:

• Visit job application