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!

Working Hours and Schedule

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.

Central tasks:

• 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

Required skills:

• 1 year of customer support experience in the IT sphere
• Familiarity with Ticketing Systems: experience using ticketing system 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

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.

We offer:

• Official employment – Umowa o pracę contract
• 4 additional working days of vacation leave per full calendar year 
• 3 days of internal sick leave without a doctor`s note 
• Health and Life Insurance
• Employee Capital Plan (PPK)  
• Multisport card compensation  
• Coverage of professional training sessions, meetups, etc.
• English-speaking club with native speakers 
• Polish language classes
• Internet and Glasses reimbursement
• Cosy office in Krakow city centre (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, which describes our processing of personal data and your rights as a data subject.