Mission

Repro is a company that develops and provides a customer engagement platform to support the growth of apps and web services. Within a few years of its inception, the company has achieved the number one domestic market share in the app space and is currently expanding its services in Asia with its Singapore office. The Customer Reliability Engineering (CRE) team, to which I will be assigned, is an engineering team that provides technical support to our customers so that they can use Repro with peace of mind.

Until now, customer support has been handled by CRE and Customer Success (CS) team members. Going forward, the team will be carved out of the online customer support function so that CRE will focus on technical issue resolution and CS will shift its focus to offline customer activities. The mission of customer support is to work with CRE and CS to "solve the challenges our customers face in using Repro".

Responsibilities

• Online Chat Support
• Primary separation of inquiries
• Operating an online community
• Improved support site and documentation
• Continuous feedback to improve the product

Minimum Qualifications

• Experience in providing customer-facing suggestions and advice (e.g., SE, technical support, customer support, technical sales, etc.)
• Interest in technology and SaaS business

Preferred Qualifications

• Experience as a systems engineer or sales engineer
• Experience in technical support at an IT vendor, etc.
• Customer support experience in a web services company
• Business-level English
• Experience investigating customer questions/problems and communicating causes and solutions in writing and verbally.

Our Ideal Candidate

• Be able to work with customers to solve problems
• I want to work with my SE experience.
• I like to think of ways to improve the efficiency of the entire team's operations.
• I want to work shorter hours.