Customer Support Specialist - PDF Expert/Documents team

Customer Support Specialist contributes to keeping Readdle customers happy and satisfied with the range of our products - PDF Expert and Documents.

PDF Expert is one of the most loved PDF apps, trusted by over 30 million people worldwide to read, edit, annotate, and manage PDFs seamlessly across Mac, iPad, and iPhone. Recognized as “App of the Year,” an “Apple Editor’s Choice,” and a Red`Dot Design Award winner, PDF Expert sets the standard for effortless document workflows.

We are looking for a person who is keen about productivity products, enthusiastic about talking to customers and is able to read between the lines. The job is a great opportunity to learn about the development process of apps, to gain knowledge about different factors influencing the quality and rating of a product. Continuous communication with mostly English-speaking customers will be useful to enrich communication and writing skills. 

Customer Support Team Working Schedule

We have a full-time schedule. Each team member has 5 workdays and two days off per week. As our schedule provides 7 days/week coverage, our team divides into two crews. One part of the team works from Tuesday through Saturday and the other one from Sunday through Thursday. 

On Monday through Friday our team works in two shifts: 

Day shift: 9:00 - 18:00 (10:00 -19:00) - 9 hours including paid 60 minutes lunch;

Afternoon shift: 15:00 - 23:00 - 8 hours without lunch.

On Saturday and Sunday, we work on day shifts only - 9:00 to 18:00 (10:00 -19:00).

Each employee has 2-3 afternoon shifts during working days. Our work schedule is fixed, It means that our employees work the same shift every week. Nevertheless, there is a necessity to rotate day and afternoon shifts between the teammates once or twice a year taking into account product updates, workload, seasonality, etc. Please note that Customer Support Team works on Ukrainian Holidays. We have an additional 9-10 days-off (equal to the number of public holidays in a given year) instead.

Here is an example of the current schedule for clarity:

Sun: 9:00 - 18:00

Mon: 9:00 - 18:00

Tue: 9:00 - 18:00

Wed: 15:00 - 23:00

Thu: 15:00 - 23:00

Fri: day-off

Sat: day-off

Responsibilities:

• Provide excellent customer service through email and be ready to assist 40-60 users per day.
• Report and escalate requests to Quality Assurance and Development teams in order to improve the overall quality of Readdle products.
• Prepare product overview by collecting and analyzing customers' needs, user experience, and the workflow.
• Contribute to team efforts to maintain the quality of Readdle products.
• Develop and maintain in-depth product knowledge and be on top of industry trends to provide top class service.
• Keep our end-user product documentation up to date.

Requirements:

• 1+ years of experience in a customer support or similar role
• Problem-Solving Skills: Our team supports two products, PDF Expert and Documents, each with its own complexity. It’s important to analyze customer issues critically and find effective solutions fast
• Communication Skills: Clear and effective communication is essential for engaging with customers and providing accurate support
• Active Listening: Actively listening to customers, understanding their needs, and responding appropriately is key to delivering personalized and relevant support
• Technical Proficiency: Skills in using support tools, ticketing systems, and general computer knowledge are essential for navigating resources and delivering efficient support
• Conflict Resolution: Experience in managing difficult or irate customers, de-escalating situations, and finding mutually beneficial solutions
• Multitasking & Time Management: The ability to handle multiple inquiries simultaneously and manage time effectively ensures prompt support delivery
• Attention to Detail: Being meticulous in recording interactions, documenting issues, and maintaining accurate records is crucial for consistent support
• AI Proficiency: Hands-on experience with AI tools (Claude, ChatGPT, etc.) and ability to write effective prompts to automate tasks or draft responses
• Fluent English
  
  
  As a plus: The persistent interest in software. Our team handles a wide variety of customer inquiries, from straightforward how-to questions to in-depth technical issues. Getting confident with the full range of those inquiries takes time and curiosity, especially given the depth of PDF Expert and Documents. Geeks are welcome ;)