Customer Support Advisor (VPN)

TL;DR

Customer Support Advisor (VPN): Resolving technical support questions for Proton VPN users with an accent on technical troubleshooting and user satisfaction. Focus on detecting root causes of issues, collaborating with developers for product improvement, and testing web/mobile applications.

Location: Onsite in Taipei, Taiwan

Company

Proton is a privacy-focused company building encrypted email, VPN, and cloud storage tools to ensure privacy as a fundamental human right.

What you will do

• Interact directly with Proton VPN customers to resolve technical inquiries.
• Perform extensive troubleshooting to identify the root cause of user issues.
• Collaborate with developers to drive product improvements based on user feedback.
• Test web and mobile applications regularly to maintain high product quality.
• Maintain high levels of customer satisfaction and act as a brand ambassador.

Requirements

• Advanced English (C1), especially written, is a must.
• Must be based in or able to work from the Taipei office.
• Familiarity with VPN (Virtual Private Network) technology.
• Strong technical troubleshooting and problem-solving skills.
• Tech-savvy individual with a passion for digital privacy.
• High attention to detail and adaptability in a dynamic environment.

Nice to have

• Experience with QA testing.
• Prior experience in Customer Support roles.
• Degree in Information Technology.

Culture & Benefits

• Stock options providing company ownership from day one.
• Comprehensive health coverage, retirement options, and wellness support.
• Learning and development opportunities for rapid career acceleration.
• Daily free lunch and snacks provided in the office.
• Transport coverage including public transport, bike allowances, or parking.
• Flexible working hours focusing on outcomes over clock-in times.