About FORM
FORM powers the world’s 2 billion mobile workers as they change companies and industries for good, with mobile technology that improves execution from the frontline. FORM activates and connects teams in the field – with leaders, missions, and each other – so they can deliver success in the enterprise. The FORM field execution platform serves as a digital assistant for frontline teams by guiding daily tasks, streamlining data collection, facilitating real-time communication, and providing leaders with real-time intelligence to drive faster actions and better decisions. FORM offers the world’s only integrated task management and image recognition platform and enables smart audits on more display types than any solution in the market, plus industry-leading field communications and photo reporting capabilities. FORM solutions have been deployed by Fortune 500 companies around the world.
Join Our Technical Support Team!
Are you passionate about solving problems, helping customers, and working in a fast-paced environment? We're looking for a motivated and detail-oriented Support Analyst to join our global support team! This is a fantastic opportunity for someone who enjoys supporting users, thrives on variety, and is eager to grow professionally within a supportive and collaborative team.
What You'll Do:
- Respond to customer inquiries via chat, email, and phone.
- Troubleshoot product issues, identify customer needs, and provide timely, effective solutions.
- Analyze, replicate, and document product defects by testing across different use cases.
- Maintain internal documentation with detailed records of technical issues and customer interactions.
- Escalate complex issues to the appropriate technical teams when necessary.
- Conduct training sessions for new users to ensure product understanding and adoption.
- Share product feedback and feature suggestions with internal teams.
- Follow up with customers to confirm resolution and satisfaction.
- Act as a bridge between the customer and internal teams (Product, Sales, Marketing).
What We Offer:
- Fully remote collaboration format.
- Financial support toward private healthcare and life insurance (optional, subject to agreement).
- Company-subsidized online English classes.
- Access to internal learning and development resources.
- Opportunities for professional growth within a global team.
- Necessary project equipment provided.
Work Schedule:
- Flexible shifts available: 10:00 – 18:00, 14:00 – 22:00, 17:00 – 12:00, 24:00 - 08:00 (Kyiv time).
What We’re Looking For:
- Fluency in English (spoken and written) - excellent communication is key.
- At least 1 year of experience in a customer support, help desk, or technical support role.
- Strong communication and problem-solving skills.
- Ability to multi-task and prioritize effectively in a dynamic environment.
- Experience in handling and resolving customer complaints with empathy and professionalism.
- Solid technical proficiency in MS Office Suite and basic knowledge of client-server applications.
- Familiarity with support tools such as Zendesk, GoToMeeting, WebEx, or Zoom.
- Experience managing escalations and acting as the primary point of contact with clients.
Nice-to-Haves:
- Experience with browser tools like Chrome DevTools or Firebug.
- Exposure to offshore technical teams and global collaboration.
- Background in supporting B2B and enterprise solutions.
- Skills in writing test cases, bug reports, and checklists.
- Basic understanding of CSS/HTML and APIs.
- Intermediate or higher level in Polish.
