Technical Support Specialist
Location
Home office | Brazil
Job description
Stronglifts is a popular weight lifting app to help people build strength and muscle. We focus on simple, effective routines that don’t take hours in the gym. The app does all the thinking so you can focus more on lifting. Millions of people have downloaded our app for iOS and Android . It has received hundreds of thousands of five-star ratings worldwide. We’ve been in business since 2007 and continue to grow.
We are looking for a dedicated and detail-oriented Technical Support Specialist to join our team. This is a full-time, long-term position. Your primary focus will be to support our users, address their needs, troubleshoot bugs, and ensure that our app continues to provide a fantastic user experience.
Responsibilities:
As our technical support specialist , you will be the voice of the company, connecting our team with our users and relaying critical information. You'll significantly contribute to improving our app and services.
Your main responsibilities will include…
- Troubleshoot issues by validating reported bugs, gathering necessary data and diagnostics, providing user guidance, escalating to QA and Engineering when necessary, and offering temporary workarounds.
- Identify recurring user issues and pain points, document them for the product team, and recommend improvements for the app.
- Understand user requests for new features and improvements, document these requests comprehensively, share them with the development team, and follow up when feature requests are implemented.
- Assist users with payment-related queries, including subscription upgrades and downgrades, cross-platform configurations, purchase recovery, family sharing configurations, web purchases, and refund processing.
To excel in this role, you need to have:
- Proven experience in a similar role in which you helped customers with technical issues.
- Passion for helping people get solutions. Patience in dealing with non-tech-savvy customers. An ability to use warm, empathetic, and positive language.
- Strong troubleshooting and problem-solving skills: Including active listening, prioritizing issues based on urgency and impact, systematically examining and diagnosing problems, and the ability to independently research technical issues to provide solutions or workarounds.
- Tech-savvy: Deep knowledge of iOS, Android, App Store, and Google Play functionalities, with a passion for staying updated on mobile technology trends. Aptitude for quickly acquiring in-depth knowledge of how products and services work.
- Strong organizational skills: Keeping track of issues, gathering comprehensive information, documenting and summarizing problems for the team, and following up with customers until resolved.
- Customer advocacy and ownership of issues: Taking full responsibility for resolving issues, and pushing the development team to prioritize critical bugs or long-standing issues.
- Experience working remotely: ability to manage time effectively, stay productive without in-person supervision, and use communication tools efficiently.
- Fluency in English with strong written and verbal communication skills.
- Full Commitment: This position requires 100% commitment and should be your primary and only full-time job. This ensures you can fully dedicate your time and energy to the role, maintaining productivity and focus.
- Only candidates from Eastern Europe and South Africa are eligible to apply for this position.
- A personal interest in health & fitness is a plus.
What’s in it for you?
- Talented team. Join a small team passionate about helping people build strength and muscle. We’re picky about who we work with so you'll collaborate with smart, positive, and hard-working people who are committed to building the best products on the market. Our team is diverse and spread across four different continents. You’ll work closely with our engineers, QA, designer, and product manager.
- Flexible hours. You can start and end your workday when it suits you. We trust you to manage your time effectively so that customers are happy and receive timely support. While we expect you to provide coverage primarily during weekdays, you have the flexibility to take weekdays off and work on the weekend if you prefer. Just coordinate with the team to ensure customers receive timely responses.
- Remote. Enjoy the flexibility to work from the comfort of your home or any suitable environment that helps you stay productive without the need for a daily commute.
- Autonomy. As our technical support specialist, you are the expert. We will onboard you and show you the ropes during the first weeks. But over time we trust you to handle your responsibilities in the way you think is best for our customers and products. As long as the feedback on your work is positive, we’re happy.
- Stability . We’ve been in business for more than 17 years, are profitable, and still growing. Many of our team members have been with us for years, with one person staying for almost a decade. Our users love our app, so you can be confident in our long-term stability and success. We are specifically looking for someone seeking a long-term position where they can grow with us for years to come.
- Impact. Thousands of people log their workouts every week inside our app. They’re very passionate about the product and rely on it for their training. Your support will help thousands of people transform their bodies and lives. If you’re looking to make a meaningful impact, this is your chance.
- Compensation. $1,000 - $3,000/month gross salary, based on your experience and expertise. Please note that you will be hired as an independent contractor and responsible for your own taxes. We use third-party tools to ensure fair and competitive compensation based on your location. As you grow with us and take on more responsibilities, your pay will increase accordingly.
- Holidays. We believe in the importance of time off work to ensure peak performance on the job. You will therefore receive 30 paid holidays per year.
- Fitness. The founder of Stronglifts started this business out of a passion for health and fitness. If you share the same passion, this is a rare opportunity to work on a project about something you love.
*Please note that this is a gross salary and that you are responsible for any tax-related procedures in your country of residence. We kindly ask you to apply only if you are happy to work remotely as an independent contractor.
Our goal is to build the best products and services in the world by working with the best. Our application process is designed to help us quickly find the right person for the job. We’ve kept it as short as possible to save you time.
This is our application process:
- Complete the application form on JobRack. Send us your resume and answer a few questions to demonstrate your technical support experience. This will take you 15min max.
- If selected, you’ll record a short video explaining the biggest and most difficult bug you’ve ever had to troubleshoot. This helps verify your spoken English for team meetings and one-on-one calls to ensure clear communication. It also shows us how well you can explain technical issues. This will take you 5min max.
- Next, you'll complete an online test, responding to several customer emails to demonstrate your problem-solving skills. This test takes about 90 minutes.
- Passing the online test leads to an interview with the founder and operations manager to discuss your past experience in technical support. This interview will take about 90 minutes.
- After the interview, if selected, we will make you a full-time offer. There will be a 3-month trial period to ensure a good fit. You will be paid at the regular full-time rate during this trial period.
To ensure a fair process for all candidates, every applicant must go through these steps. This consistent approach allows us to compare candidates equally and ensures that everyone has an equal opportunity to demonstrate their skills and fit for the role. We’ve streamlined our hiring process to make it as quick and efficient as possible for you.
The JobRack team are working with STRONGLIFTS to help them find their new team member.
The JobRack team has gained a full understanding of the STRONGLIFTS’ needs and will review, filter, screen and test candidates in line with this.
To ensure your application is considered, take the time to carefully read the job description and submit a high-quality application.
We will, of course, provide you with feedback throughout the process.
At the request of STRONGLIFTS applications for this position must be submitted through JobRack and direct contact with the employer is not allowed. If you have any questions, please contact JobRack at: [email protected]
Please note that this position requires 100% commitment and is not suitable for those seeking a side job, freelance work, or part-time employment. It is important to only apply if you intend this to be your primary and only full-time job. Any attempts to work multiple full-time jobs without the knowledge of your employer may result in termination and a ban from applying to other jobs on the JobRack site.
We look forward to receiving your application!
To make sure you receive updates on your application please add [email protected] to your email address book.
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