Сustomer Support Representative

About Termius:

Termius is redefining how engineering teams interact with remote systems. Millions of engineers and thousands of companies rely on Termius worldwide.

While AI has transformed modern IDEs, a terminal stays the same inefficient technology since the 1970s. As a leading cross-platform SSH client, our mission is to boost productivity and foster collaboration by rebuilding the Terminal for the modern era.

At the moment, we have only one person in the Support team and are looking for the second one to help us provide a better customer support experience. We aim to keep the Support team small and productive. If you are the one who wants to make an impact, work with the broad types of tasks, be able to learn things quickly, aim to shape the processes to increase the team efficiency, then it should be a good fit for you.

What your work will look like:

Handling Customer Inquiries: Responding to customer questions, concerns, and complaints through various channels such email, live chat, and social media.
Billing questions: Assisting customers with all sorts of questions related to subscriptions, upgrades, account issues, etc.
Troubleshooting and Issue Resolution: Diagnosing and resolving customer problems, which can range from basic technical issues to more complex product or service-related questions.
Providing Product Information: Educating customers about products and services, including features, pricing, and how to use them effectively.
Documenting Interactions: Accurately logging all customer interactions, issues, and resolutions in a customer relationship management (CRM) system.
Escalating Issues: Transferring more complex or unresolved issues to an engineering team.
Maintaining Customer Satisfaction: Ensuring a positive customer experience by being empathetic, professional, and knowledgeable.
Identifying Opportunities for Improvement: Providing feedback to management and other teams (like product or engineering) based on customer interactions to help improve processes and products.

We Expect You to Have:

Availability during New Zealand holidays is a must. Working hours require some intersection with NZ time and don’t require night shifts in Serbia.
Experience in technical or customer support - ability to understand the product domain and learn quickly.
Understanding of billing processes and experience with systems like Stripe and PayPal.
Proficiency in working with ticketing systems (e.g., Zendesk, Intercom).
Strong personal organization skills and attention to detail
Background in improving workflows and internal efficiency
Excellent written English: accuracy and clarity in communication

What We Offer:

A full-time remote position and longevity benefits: paid vacation, sick leaves, and flexible time off.
Comprehensive support for remote employees, including equipment and professional development resources.

Details

Location

Belgrade, Serbia

About Termius:

Termius is redefining how engineering teams interact with remote systems. Millions of engineers and thousands of companies rely on Termius worldwide.

What your work will look like:

Handling Customer Inquiries: Responding to customer questions, concerns, and complaints through various channels such email, live chat, and social media.
Billing questions: Assisting customers with all sorts of questions related to subscriptions, upgrades, account issues, etc.
Troubleshooting and Issue Resolution: Diagnosing and resolving customer problems, which can range from basic technical issues to more complex product or service-related questions.
Providing Product Information: Educating customers about products and services, including features, pricing, and how to use them effectively.
Documenting Interactions: Accurately logging all customer interactions, issues, and resolutions in a customer relationship management (CRM) system.
Escalating Issues: Transferring more complex or unresolved issues to an engineering team.
Maintaining Customer Satisfaction: Ensuring a positive customer experience by being empathetic, professional, and knowledgeable.
Identifying Opportunities for Improvement: Providing feedback to management and other teams (like product or engineering) based on customer interactions to help improve processes and products.

We Expect You to Have:

Availability during New Zealand holidays is a must. Working hours require some intersection with NZ time and don’t require night shifts in Serbia.
Experience in technical or customer support - ability to understand the product domain and learn quickly.
Understanding of billing processes and experience with systems like Stripe and PayPal.
Proficiency in working with ticketing systems (e.g., Zendesk, Intercom).
Strong personal organization skills and attention to detail
Background in improving workflows and internal efficiency
Excellent written English: accuracy and clarity in communication

What We Offer:

A full-time remote position and longevity benefits: paid vacation, sick leaves, and flexible time off.
Comprehensive support for remote employees, including equipment and professional development resources.