Technical Customer Support Agent - Publer | New Day Jobs (Yangon, Myanmar)

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 9:00 AM to 6:00 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 for 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

Apply

If this resonates with you, then please apply using the form here: https://publer.io/careers/technical-customer-support-agent