L1 Customer Support Engineer @ Keepit in Keepit

Do you want to join us on an ambitious mission to secure the digital world?  

Keepit is looking for an L1 Customer Support Engineer to join our Support Team in Krakow, Poland.   

At Keepit, we're pioneering the future of SaaS Data Protection on a global scale.

Our platform is designed to provide customers with the best cloud backup solution in the market. Fully automated data protection of core SaaS applications such as Microsoft 365, Azure AD and DevOps, Salesforce, Google Workspace, etc.

It aims to protect them against everything, from ransomware to simple accidents.

On top, Keepit’s universal restore view gives you control back with multiple restore options on demand across snapshots.

If you are passionate about customer service, join us!

You will work up to 170 hours per month, or up to 40 hours per week, on a shift schedule. The shift lasts from 8 to 9 hours.

As you are part of a 24/7 Support team, you should expect to sometimes work on holidays, but you can always trade shifts with your colleagues.

A fair and transparent recruitment process

During the recruitment process, you can expect the following stages:
Recruitment interview, CV screening, Technical interview, and Technical assignment.

You will be assessed according to the criteria below:

1. Communication & language: Being able to speak, write and collaborate fluently in English, is essential to this role.
2. Tech Savvy: Being tech-savvy and having some knowledge about cloud platforms like Microsoft 365, Salesforce, Google Workplace, Dynamics 365, Azure AD, and Azure DevOps is an advantage to this position.
3. Technical Support:  Being excellent at helping and guiding customers to solve issues they encounter . This requires that you are professional in explaining technical matters in a simple way and that you are great at building a good rapport with customers.
4. Collaboration:  Facilitating and maintaining great collaboration on virtual platforms will be vital for this role.

If you have any questions about the job or the recruitment process, please get in touch with Khrystyna Kulyk at [email protected] .

We offer:

• Umowa o pracę employment contract
• 4 additional working days of vacation leave per full calendar year (i.e. 30 working days in total)
• Health and Life Insurance
• 3 days of internal sick leave without a doctor`s note
• Employee Capital Plan (PPK)
• Multisport card compensation
• Full or partial coverage of professional training sessions, meetups, etc.
• English-speaking club with native speakers
• Cozy office in Krakow city center (Długa, 72) with beverages, fruit, and cookies
• Winter and summer parties, events, team-buildings

We kindly ask you not to provide us with any sensitive categories of personal data when applying for a job with us. When applying for the vacancy, Keepit will process your personal data, and therefore we recommend that you also read our privacy policy at keepit.com/privacy-policy/, which describes our processing of personal data and your rights as a data subject. 

Required skills:

• 1 year of customer support experience in the IT sphere
• Familiarity with Ticketing Systems: experience using ticketing systems like Freshdesk, Zendesk or Jira/Confluence to report and manage/document internal information.
• Advanced level of English
• Good communication skills and ability to convey complex information effectively
• Being accurate in details
• Being capable of answering questions
• Proven ability to investigate and troubleshoot technical issues

Bonus skills:

• Practical experience with Microsoft 365
• Working experience with Enterprise customers
• Knowledge of the Polish language, at least on the B2 level

Do you want to join us on an ambitious mission to secure the digital world?  

Keepit is looking for an L1 Customer Support Engineer to join our Support Team in Krakow, Poland.   

At Keepit, we're pioneering the future of SaaS Data Protection on a global scale.

Our platform is designed to provide customers with the best cloud backup solution in the market. Fully automated data protection of core SaaS applications such as Microsoft 365, Azure AD and DevOps, Salesforce, Google Workspace, etc.

It aims to protect them against everything, from ransomware to simple accidents.

On top, Keepit’s universal restore view gives you control back with multiple restore options on demand across snapshots.

If you are passionate about customer service, join us!

You will work up to 170 hours per month, or up to 40 hours per week, on a shift schedule. The shift lasts from 8 to 9 hours.

As you are part of a 24/7 Support team, you should expect to sometimes work on holidays, but you can always trade shifts with your colleagues.

A fair and transparent recruitment process

During the recruitment process, you can expect the following stages:
Recruitment interview, CV screening, Technical interview, and Technical assignment.

You will be assessed according to the criteria below:

1. Communication & language: Being able to speak, write and collaborate fluently in English, is essential to this role.
2. Tech Savvy: Being tech-savvy and having some knowledge about cloud platforms like Microsoft 365, Salesforce, Google Workplace, Dynamics 365, Azure AD, and Azure DevOps is an advantage to this position.
3. Technical Support:  Being excellent at helping and guiding customers to solve issues they encounter . This requires that you are professional in explaining technical matters in a simple way and that you are great at building a good rapport with customers.
4. Collaboration:  Facilitating and maintaining great collaboration on virtual platforms will be vital for this role.

If you have any questions about the job or the recruitment process, please get in touch with Khrystyna Kulyk at [email protected] .

We offer:

• Umowa o pracę employment contract
• 4 additional working days of vacation leave per full calendar year (i.e. 30 working days in total)
• Health and Life Insurance
• 3 days of internal sick leave without a doctor`s note
• Employee Capital Plan (PPK)
• Multisport card compensation
• Full or partial coverage of professional training sessions, meetups, etc.
• English-speaking club with native speakers
• Cozy office in Krakow city center (Długa, 72) with beverages, fruit, and cookies
• Winter and summer parties, events, team-buildings

We kindly ask you not to provide us with any sensitive categories of personal data when applying for a job with us. When applying for the vacancy, Keepit will process your personal data, and therefore we recommend that you also read our privacy policy at keepit.com/privacy-policy/, which describes our processing of personal data and your rights as a data subject. 

,[Creating and dispatching tickets, Responding to user questions via tickets, phone, and chat, analyzing and fixing problems, Solving technical issues related to their cloud platform and backup solution, Bug reporting: documenting and reporting bugs identified through customer interactions, including detailed steps to reproduce the issues., Service Configuration: ability to guide customers through basic configurations and steps., Establishing trustworthy relations and increasing customer satisfaction, Collecting valuable information and feedback from our customers which can be used for the continuous improvement of our products and services, Share information regarding recent fixes and best practices in a proactive manner]

Requirements: L1 Support, Customer relationship management, Freshdesk, Zendesk, Jira, Confluence, Communication skills, Attention to detail, Troubleshooting, Tech Savvy, Microsoft 365, Polish language
Tools: Jira.
Additionally: Private healthcare, Life insurance, Full Multisport card compensation, Employee Capital Plan (PPK), 4 additional days of vacation, Training budget, Events and team-buildings, English classes, Free coffee, Free snacks, Free beverages, No dress code, Modern office, Bike parking.