Customer Support Advisor (Proton Mail)

TL;DR

Customer Support Advisor (hirify.global Mail): Interacting directly with customers to resolve technical support and payment inquiries for hirify.global Mail services with an accent on extensive troubleshooting and product improvement based on user feedback. Focus on maintaining high customer satisfaction, testing web and mobile applications, and collaborating with developers.

Location: Hybrid role, based in either Skopje or Taipei, with up to 30% work from home.

Company

hirify.global is a privacy-focused technology company, founded by scientists from CERN, providing secure email (hirify.global Mail), VPN, Calendar, Drive, and Pass to over 100 million users worldwide.

What you will do

• Interact directly with hirify.global Mail customers to answer questions regarding our services.
• Help resolve technical support inquiries from customers and maintain high levels of customer support and satisfaction.
• Conduct extensive troubleshooting to detect the cause of issues.
• Collaborate closely with our developers to improve hirify.global products based on customer feedback.
• Help to test the web and mobile applications on a regular basis to ensure a high-quality product is released to customers.

Requirements

• Advanced English (especially in written form) is a must.
• Understanding the concept of end-to-end encryption.
• You're a problem solver with a positive attitude.
• You enjoy working in a highly dynamic environment.
• You're tech-savvy and care about digital privacy.

Nice to have

• Experience in Customer Support.
• Experience with QA testing.
• A degree in Information Technology or other relevant field.

Culture & Benefits

• Hybrid work model with an "Office First" approach (three core days in the office, up to 30% work from home).
• All necessary devices and software provided.
• Lunch and snacks provided daily at offices.
• Transport costs supported through subsidies, bike allowances, or parking.
• Stock options as part of company ownership.
• Various learning and development opportunities, including training programs, conferences, and continual learning.
• Comprehensive health insurance, competitive retirement savings, generous vacation and leave policies, and wellness programs.
• Opportunity for work that matters for a community-first organization, funded by user subscriptions.