Technical Support Agent
(Europe)
SciNote LLC is looking for a technical support agent to join an international team of scientists, software developers and creative thinkers. The position is based in Ljubljana, Slovenia.
This is not a call-center tedious job during which you answer angry phone calls – you will be joining an established and top-rated Customer success team, dedicated to supporting the needs and goals of our customers and other team members. You will become a trained SciNote expert, dedicated to help and advise companies on the technical aspects of the software, as well as provide assistance with our technical services.
You will be closely collaborating with other departments across the organization.
Your main objective will be successful resolution of our customers’ technical issues & their prevention through continuous optimization and improvements to the processes and communication.
If you are interested to help where help matters, we’d be happy to receive your application.
About us
We are a leading SaaS (software as a service) company, operating in the laboratory digitalization field.
Our product SciNote ELN is a digital tool for managing scientific and industrial research, which helps laboratories around the world become more organized and efficient in their everyday operations. Our primary customer segment is life technologies, however we do have customers from other fields of work as well, as our product is quite general in nature.
SciNote saves researchers time & money, helps them manage their knowledge, contributes to greater scientific and research output, and digitizes the research process. Our top-rated solution is used by academic, industry and governmental research organizations all around the world.
Our team is a group of passionate, innovative, and hard-working individuals, connected by common values and purpose to help the world benefit the most from science and research. In challenging times such as the COVID-19 pandemic, we are proud to be part of the solution through which science can work together and help the world overcome these turbulent times.
Technical Support Agent – Key Responsibilities:
- Serve as 2nd level support for SciNote customers and users (via emails and 1-1 video calls; simple debugging with customers)
- Handle and resolve support tickets, which cannot be resolved through Tier 1 support
- Offer technical support and share technical knowledge internally
- Prepare technical-related content and documentation
- Provide technical services to the customers
- Identify and deliver creative troubleshooting workarounds and support recommendations for new or challenging issues
- Classify and report on issues
- Provide feedback and/or suggestions to other departments (new features, bug reports, knowledge base…)
- Provide technical support for sales team by providing information and or solutions to prospects (emails, calls, questionnaires)
- Provide technical materials that can be used for product presentation and product marketing
Requirements:
- Familiarity with different web browsers and using their advanced development related tools (JS console, Network console)
- Basic knowledge of how WWW works (e.g. HTTP requests, DNS, Cookies, Sessions)
- Basic programming/scripting knowledge in any language (Ruby and/or JS is a plus)
- Basic knowledge of relational databases (Can write simple select queries)
- Interest in web technologies and web applications, dedicated and eager to learn new details
- Ability to facilitate a tech support call with our users, troubleshooting and either resolving technical issues or report them to the development team
- Great communication (verbal and written) skills with proficiency in English language
- Experience with explaining things repeatedly
- Empathy and patience to work with different types of personalities
- Efficiency, good time management and prioritization
- Collaboration skills for working with different departments and customers
- Technical diligence
- Ability to translate technical details of the software for non-technical users
- Ability to communicate complex matters in a simple way
- Technology related hobbies are a great plus (Arduino, game scripting, excel macros, home automation…)
What we offer:
- Opportunity to work in one of the most promising industries that is growing exponentially
- A permanent, full-time job position located in Ljubljana or Maribor, Slovenia
- Access to a flex-time policy that allows employees to work based on a flexible work schedule and work-from-home (even when there isn’t a pandemic)
- Occasional opportunities to travel internationally
- Great company culture, with a young, passionate and diverse team
- Continuous mentorship, education and growth – our company encourages innovation and employee involvement on all levels
- Opportunities for promotion and career-building
- After work curriculum that includes company trips, travelogues, yoga classes and game nights
