Customer Support Specialist

Location:
Prague, Czech Republic

The foundations of the “smart building” called Sharry were laid by 4 enthusiasts back in 2016. Together they built the software solution for all new office buildings developed by Skanska in Central Europe. And soon after Sharry won a tender to become a technology partner for NYC's largest commercial landlord. The company has received two investments to reinforce its position as a global PropTech company of 55+ talented professionals based in Prague HQ, Warsaw, New York, Boston,...

Our Customer Service Team is looking for a new member to help us provide exceptional technical assistance and maintain outstanding relationships with our customers worldwide. 

As part of the Global Support Team, you will be responsible for 1st level support and for coordinating the workflow of other team members as well as overseeing daily service requests to ensure we meet the support needs of our clients and maintain a high level of customer satisfaction.

What will you do as Customer Support Specialist?

  • Daily handling of customer requests with prompt follow-up as per agreed SLA via e-mail.
  • Ensure customer satisfaction and provide professional customer support.
  • Workflow Coordinator role as 1st level support.
  • Issues identification, escalation and resolution.
  • Interaction with clients as well as co-workers across all departments (Product, Engineering, Sales, Delivery).

What tools will you be working with?

  • Brain - more important than how many tools or software you know, is the way you think and how proactive you are in finding solutions.
  • Slack - our daily communication channel with co-workers.
  • Jira - tasks management tool for our Engineering team.
  • Freshdesk - the only ticketing system where you need to handle all customer requests.
  • Kibana - logs tool to help you find all events related to any reported issues.
  • Postman - enables you to check and troubleshoot API requests.

Who will be your partner in crime?

  • Artem - covering 1st & 2nd level support - our night shift superhero
  • Patryk - covering 1st & 2nd level support - on-site incident solver
  • Zlata - our newest member since March 2022, covering 1st level support - master of out-of-the-box solutions
  • Jan - gatekeeper who puts his hands on when needed - so let's get to know him a little better:

Jan has acquired a comprehensive knowledge in the field of Customer Service and Operation Management role in a competitive business environment of FMCG and Technology marketplace, and has been involved in Project and Product Management of various SaaS projects. He started at Sharry as 1st & 2nd level support before he switched to a manager role. Therefore, he has a deep understanding of the challenges and difficulties of a beautiful work in Customer Care Department. In his leisure time Jan enjoys spending time with his family and playing football.

What we can offer you

  • Interesting product: not an app or a website, but multi-touchpoint service users interact with in real life, providing innovative experiences. We change the way people use office buildings. 📲🏬
  • Work between digital and the real world (you’ll get to know architects & parking hardware providers who have nothing to do with software)🕹
  • Travel to European (and perhaps also US) cities for clients & culture 🛫
  • Flexible working hours and home office ⏱
  • Great coffee and fruit in the office ☕️🍒
  • Modern offices in Anděl (whole building will use Sharry soon) 🏢
  • Adequate salary 💰
  • MacBook or Dell computer  💻
  • Company events 🍹

What we expect from you

  • Previous customer care experience - 1st level support is an advantage
  • Attention to detail & customer orientation
  • Fluency in Czech and English is a must
  • Good relationship with customer service & proactive approach
  • Basic knowledge of IT, computer networks, TCP/IP is an advantage

If this sounds like we’ll be a match, let’s have a chat about this. We’re looking forward to talking to you!


Multisport
Off-work activities
Flexible working hours and free company culture
Modern HQ offices located nearby Anděl subway station in Prague
Pleasant working environment
Monthly "Company beer"
Part-time / Full-time

What do we do in Sharry?

  • We basically develop a mobile app that replaces plastic badges to open turnstiles and doors.
  • It doesn't sound like rocket science, right? But through this app users can also enter the parking, book a meeting room, order food at work, grant access to guests…
  • Our solution is used daily in large enterprises like Deloitte, Erste Group, Dell, and Citibank.

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Thank you!

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