Back to job openings

Technical Customer Support Agent

  • Hybrid · Tirana, Albania
  • Remote · Asia
  • Full-time
  • $1,000 - $1,500 / month + commissions

We are looking for a Customer Support agent to provide technical assistance to our customers as well as maintain the help center. You will diagnose & troubleshoot software problems to help our customers and write documentation for the functionalities.

If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we'd like to meet you.

About Publer

Publer is a social media management platform that allows you to collaborate, schedule & analyze your posts for Facebook, Instagram, TikTok, Twitter, LinkedIn, Pinterest, Google Business Profiles, YouTube, WordPress, and Telegram from the same spot.

We're extremely proud to be a 100% bootstrapped startup and serve over 170,000 users worldwide.

Responsibilities

  • Be available Monday to Friday from 8:00 AM to 5:00 PM (your local time, including the lunch break)
  • Provide customer support via live chat, email, and social media
  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat until they’ve solved a technical issue
  • Provide prompt and accurate feedback to customers
  • Prioritize and manage several open issues at one time
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients

Requirements

  • Proven work experience as a Technical Support Special, IT Help Desk Technician or similar role (1+ years)
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices, and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Excellent problem-solving and communication skills
  • Fluent in written & spoken English
  • Basic photo editing skills for annotating screenshots
  • BS degree in Information Technology, Computer Science or relevant field is preferred
  • Experience with social media & basic understanding of APIs is a plus

Full-time Benefits

  • $1,000 - $1,500 / month (gross salary)
  • 10% recurring commission up to one year for each user that you convert to a paying customer
  • 5% raise if you're a top performer (quarterly performance evaluations)
  • 20% profit sharing pool (if annual objectives are met)
  • 20 paid leave days and 14 paid national holidays a year
  • 1.5 times pay for working on national holidays
  • Private pension (matching up to 5% of your salary)
  • Private health insurance
  • Monthly budget for physical health related activities (gym, fitness, hiking, etc)
  • Option to work both remotely and from our office in Tirana
  • An Apple Macbook Pro Retina Display you get to take home and use after office hours
  • Global impact
  • Professional development
  • Fun team activities

Show the best version of yourself

Only qualified candidates will be contacted back for an interview.

Open roles

We would love to have you as Publer's sidekick!