Support Specialist - APAC

  • Customer Success
  • Remote job

Support Specialist - APAC

Job description

⚠️ Important ⚠️: Although this is a fully remote role, we only accept candidates that have a maximum working overlap of 2 hours of CET (Central European Timezone). We are looking for candidates that can cover time outside of CET working hours. For example, candidates who are in Eastern-North America, South America, and APAC. If you are within close proximity to CET your application may not be considered.

About Prezly

Prezly is growing! We are hiring two Support Specialists to be the first points of contact for our customers with their questions, issues, and troubleshooting. Prezly aims to be the go-to software solution for PR and communications professionals, giving them the power to manage their contacts, publish news, and pitch stories all from one place. This role will amplify your career. From taking on new challenges to following the lead of incredible mentors, we promise you will grow, learn, and make a difference to our business – and the industry.

We at Prezly pride ourselves on exceptional customer support. In fact, since founding in 2010, we’ve never had a dedicated support team. Instead, every employee does first-line support on a specific assigned day of the week. And although we will keep everyone at support in some form, we want to bring more consistency and keep improving how we help our customers. That’s why we’re building a dedicated support team.

We take support very seriously. We don’t need people that just handle tickets; we need specialists who deeply understand our software and what our customers are trying to achieve. This is why we want to hire strong-minded individuals who are ready to go above and beyond to help our users.

Because we have customers worldwide, we’re looking for someone in the Asia Pacific time zone and someone in the Americas time zone. We’d like to have at most 2 hours of business hours overlap with CET for both roles.

You will need to be able to work independently and remotely. We are (and have always been) a fully-remote company and would love to have someone comfortable with remote work.

Job requirements

We are looking for someone who’s at their best when helping others succeed. You are an excellent communicator, and you know which medium to use to provide the most effective support, whether it be a written response, a quick phone or Zoom call, or a screen recording.

  • You have at least 4-5 years experience in similar support/customer engaging roles

  • You have experience working for a remote company

  • You have experience working at a SaaS company

  • You have a strategic mindset for understanding customer needs

  • You pay attention to detail, have excellent organizational skills, and good time-management skills

  • You can meet deadlines and self-manage your workload

  • You have experience with handling inbound customer requests using live chat (we use Intercom)

  • You have experience with using video, screen share, voice, or email to solve customer issues effectively

  • You have excellent English written and communication skills (additional languages are a plus, but English is our company language)

  • You have previously contributed to knowledge bases and support content

  • You have experience recognizing potential leads to send to the Sales team based on a set of qualifying data points and questions

  • You can spot trends of common issues/trends and can think of ways to overcome them

  • You have moderate technical knowledge. We don’t expect you to know how to navigate a database or fix bugs, but it’s important you know how to properly create/submit/follow-up bug reports for our Product team and devs to work on

  • You have a good internet connection

  • You have a distraction-free work environment

Optional Requirements

  • Familiarity with the PR industry and/or Prezly

  • Experience with Stripe and/or with other subscription/payment gateway software

  • Ability to travel to our company meet-ups in Leuven, Belgium, as well as a yearly company retreat in another country (1-2 times a year)

What we offer

  • A competitive salary

  • Great tools: At Prezly you’ll get to choose your own gear and tools

  • Healthy work-life balance: There’s a life outside of work and we care more about results, not hours. (however, it is important for this role that you have a set time you are available to work)

  • Unlimited vacation time: We evaluate on value, not on time spent behind desks. Employees can take as many holidays as they need. This way they bring their A-game to the job

  • Visits to Leuven: A few times per year the entire team gets together in the office in Leuven, the world’s capital of beer. We’ll fly you in so you can have fun with the team