Why we need you
As we continue to scale, the team needs to grow in order to provide the best care experience for our users spread all around the world.
As a User Care Specialist, your mission is to deliver an outstanding support experience to our users – operators, team leaders, and project managers on industrial sites – by ensuring they get fast, effective, and qualitative help when they need it.
You are a key point of contact between Fabriq and its users, helping them succeed in their daily use of the platform.
What you'll do
Deliver fast, high-quality support to our end-users
Respond to users efficiently, promptly, and clearly through the most appropriate communication channels (including chat, video calls, etc.).
Guide users through functional questions, configuration issues, and troubleshooting.
Escalate technical or complex issues to the appropriate team (User Care Engineers and ensure follow-up.
Collaborate actively with customer facing teams
Serve as an reference point for Implementation Project Managers and Customer Success Managers to deal with their customers' end-user issues.
Share insights from support tickets to inform other customer facing team when necessary
Work on the development and maintenance of a comprehensive self-service documentation library, including FAQs, tutorials, and troubleshooting guides, to provide customers with the resources they need to find answers independently.
Contribute to the improvement of support processes
Identify recurring pain points and collaborate with Product and Tech teams to help prioritize fixes or improvements.
Suggest improvements in internal tools and processes to reduce manual tasks and improve efficiency.
Participate in cross-functional projects to enhance user experience at scale.
When you'll work
You work may be split into two phases:
