Location: North Macedonia - Remote/Hybrid | Full-time Mon-Fri: 10am to 6pm (MK)
Do you thrive in a fast-paced environment where every day presents a new challenge? Are you a problem-solver with a keen eye for detail and a passion for customer support?
Who You Will Work With
PointGrab, are revolutionising smart workplace technology with their innovative AI-driven occupancy sensors. Their solutions empower businesses worldwide to optimise space utilisation, energy efficiency, and workplace experience. As they continue to grow, they are looking for a Customer Support Agent with strong technical skills to help them provide exceptional support to their global clients.
Your Role
As a Customer Support Agent, you will be at the forefront of ensuring their customers get the most out of the technology. You’ll handle inquiries, troubleshoot issues, and provide clear solutions to technical challenges. Your ability to analyse logs, identify problems, and communicate effectively will be critical to success in this role.
What You’ll Do
- Serve as the primary point of contact for customer support inquiries via Email, Support Tickets, and Live Chat.
- Troubleshoot technical issues by analysing logs, identifying issues, and working towards swift resolutions.
- Guide customers through problem-solving steps with patience and clarity.
- Collaborate with internal teams (R&D, Product, Sales) to escalate and resolve complex issues.
- Document technical problems, resolutions, and insights to improve customer support processes.
- Educate users on best practices and usage of PointGrab solutions.
- Proactively identify potential issues and suggest improvements for customer experience.
What You Bring
- Technical mindset – Troubleshooting technical issues, monitoring our workplace management systems, and experience reading and analysing logs.
- Problem-solving skills – A self-starter who can think critically and find solutions quickly.
- Excellent communication – Fluent in English (written and verbal), with a confident and professional presence.
- Additional Languages = An advantage
- Additional Languages = An advantage
- Customer-centric approach – Ability to empathise, educate, and support users with patience and clarity.
- Eager to learn – Passion for continuous learning and growth within the role.
- Organised & self-motivated – Ability to work independently and manage multiple cases efficiently.
Ready to Join?
If you're excited about helping customers succeed while diving into technical problem-solving, we’d love to hear from you! Apply now and become a key player in PointGrab’s mission to shape the future of smart workplaces.
Benefits:
- Private medical insurance (after 6 months)
- Hybrid working model - work from home, office or both
- Regular team meetups - dinners, outdoor activities and events
- Opportunity to travel
- Access to further learning & development courses