Product Support Agent

🔥 13 minutes ago

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Laravel

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2011

☁️ SaaS

🌐 Web 3

🏢 Enterprise

SaaS • Web 3 • Enterprise

Laravel is a popular web application framework for building modern, scalable web applications using PHP. It is known for its expressive and elegant syntax, which aims to simplify common tasks in web projects, making development a joyful and creative experience. Laravel comes with a wide ecosystem of tools and features, including server management, authentication, notifications, and job queues, allowing developers to build full-stack applications with ease. It offers solutions for serverless deployment, database management, and more, making it a comprehensive choice for developers worldwide.

📋 Description

• Respond Quickly: Handle incoming tickets promptly, delivering clear and concise solutions to common customer inquiries. • Foster Positive Interactions: Communicate with professionalism, empathy, and friendliness to ensure customers feel valued and supported. • Triage Effectively: Identify which issues can be resolved immediately and which require escalation to Level 2 support. • Collaborate Proactively: Work with teammates to ensure a seamless hand-off for more complex technical issues. • Support Knowledge Sharing: Contribute to our knowledge base and improve saved replies to enhance efficiency and consistency.** • Ticket Management: Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses. • Customer Support: Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution while being prepared to handle complex or challenging cases. • Bug Reporting and Feature Requests: Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements. • Escalation Management: Escalating complex technical issues or bug reports to Level 2 support or the engineering team. • Team Collaboration: Work closely with teammates to resolve intricate customer issues and foster a supportive team environment. • Knowledge Sharing: Contribute to and utilize our knowledge base and saved replies to ensure consistent and high-quality support. • Multichannel Support: While email is our primary channel, be adaptable to future support methods, including chat and phone support.

🎯 Requirements

• At least **2 years of experience** in customer support, customer success, or a similar role, supporting technical products. • Exceptional **verbal and written communication skills**, with the ability to convey complex ideas clearly and effectively. • A **customer-first mindset** with demonstrated patience, empathy, and a genuine desire to help. • Experience in **developer content** or **developer relations** is a strong plus, showcasing your ability to effectively engage with a developer audience. • Fluency in **English** is required, and proficiency in additional languages is highly desirable to better serve our global customer base. • **Technical Expertise** • Knowledge of **PHP** and the **Laravel** **framework**. • Solid understanding of **web application hosting** and infrastructure. • Solid knowledge and experience with installing and troubleshooting technologies such as N**ginx, DNS, SSL, PHP, MySQL,** and **Redis**. • Familiarity with **Ubuntu server management** and debugging processes is a bonus. • Understanding of **cloud computing concepts** and providers; experience with **AWS** is a bonus. • **All applications, including resumes and cover letters, must be submitted in English. **Applications in other languages will not be considered.

🏖️ Benefits

• Fully remote and globally distributed working environment • Option to attend Laracon conferences around the world • Paid time off (Vacation, Sick & Public holidays) • Family leave (Maternity, Paternity) • Company equity • Welcome kit with custom Laravel swag