Product Support Specialist

This role is a 3 pm - 11 pm CEST shift.

The goal of the Technical Services team is to drive customer experience and success with Markforged products. We accomplish this through timely and detailed responses, listening to customer needs and guiding them to the fullest use of the products we offer. We are looking for people with the right mix of compassion, writing skills, and technical knowledge to get the job done.

What will you own?

• Applies technical expertise and knowledge of company policies and procedures to investigate, troubleshoot, and resolve customer issues and answer software and account related questions.
• Becomes a specialist in the Eiger software suite (including its administrative capabilities), in addition to the wide range of Markforged products and services.
• Engages in collaborative/cross-functional efforts to troubleshoot and make improvements on products and processes.
• Develops relevant documentation to improve the support experience for our users.
• Be an active member of a team that provides first class support via email and phone.
• Initiates efforts to collaborate with other teams to improve the overall customer experience.

What you have:

• Bachelor's degree or equivalent experience in customer service industry
• Excellent writing and communication skills
• Adept skills in issue analysis and problem solving
• A strong sense of empathy, patience, and flexibility with a dynamic environment
• Both the ability and desire to learn new technologies
• Familiarity or experience with MacOS
• Previous experience with a ticketing system or CRM system (Salesforce, Zendesk, etc.) preferred
• Knowledge of one or more preferred: 3D Printing, Robotics, CAD, Cloud-based software, SaaS

Benefits Highlights for Krakow-based roles:

• Two additional days off (1 for your birthday + 1 extra day)
• Hybrid working with 3 days in our Krakow office
• Private medical and dental health care
• Health insurance
• MyBenefit
• Unlimited access to our 3D printers for professional and personal parts

Important Note:

Although we list out what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great fit, but are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply if they check 100% of every box, versus men who apply if they hit roughly 60%. The point we’re getting at, it doesn’t hurt to take a chance and apply!

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