How can you help?
At Kopano, we need someone who enjoys helping our customers and partners sort out problems they have encountered with Kopano software.
The support and professional services team is responsible for tasks such as customer support by email, the portal and telephone. They work together with our customers and partners technical teams to analyse problems on both server and client. They create product knowledge (documentation, knowledge base articles), they perform server and customer system checks, deployments and migrations and testing the software by reproducing issues together with the testing department.
The challenges you will face
You play an essential role in the communication with our customers and partners. Depending on their experience level, you’ll work together with them to figure out what ‘it does not work’ means, all the way up to the level where there is a connection problem with one specific client on one particular operating system, or perform a deeper analysis of performance issues in a complex environment.
You are the interface between the customer and the QA and development team, where you will translate the problems and requirements into bug reports and feature requests, ready to be processed. You will ensure the customer, the technical teams and your own team is kept up to date on the status of the requests.
We are looking for someone to be part of this team who can grow together with the team into a more coordinating role. You will keep track of the support performance, issues that block progress and report to the team leader. You can spot gaps and issues in documentation, product and processes and make those discussable. When you see the need, you can convert a support request into a professional services project to make sure the customer gets the help they need, even if it is not part of the subscription.