Customer Support Specialist



Customer Service
Prague, Czechia
Posted on Friday, May 17, 2024

Position Overview:

As a Customer Support Specialist in Rossum, you will play a crucial role in ensuring the satisfaction and success of our clients. You will be the primary point of contact for addressing customer inquiries, providing technical assistance, and delivering exceptional support experiences. This role involves working collaboratively with cross-functional teams, managing documentation, and maintaining effective communication with clients.

Key Responsibilities:

Customer Interaction:

  • Respond promptly and professionally to customer inquiries, concerns, and technical issues.

  • Troubleshoot and provide solutions for software-related problems, guiding customers through step-by-step processes.


  • Prepare and maintain comprehensive documentation for support processes, troubleshooting guides, user manuals and frequently asked questions.

  • Ensure documentation is up-to-date and accessible for both internal and external users.

Cross-Team Collaboration:

  • Work closely with other support team members and collaborate with various departments to resolve customer issues effectively.

  • Communicate customer feedback and insights to the product and development teams for continuous improvement.


  • Minimum of 1 year of experience in customer support, specifically within the SaaS industry.

  • Customer-oriented: Passionate about working with people and helping them on a daily basis.

  • Demonstrate excellent English language skills (written and verbal).

  • Proficiency in other European languages is a plus.

  • Strong understanding of SaaS products and services.

  • Excellent interpersonal and communication skills.

  • Detail-oriented with a focus on providing high-quality customer service.

  • Clear and structured communication: Ability to explain complex matters in a clear and organized manner.

  • Perceptiveness and fact-finding: Nothing sneaks past you unnoticed; strong abilities in observation and gathering information.

  • Problem-solving mindset: Enjoy solving technical puzzles, addressing issues and providing alternative solutions when needed.

Technical Skills:

  • Familiarity with SaaS platforms and related technologies.

  • Proficient in using customer support tools and ticketing systems (e.g. Freshdesk, Zendesk, Jira).

  • Basic troubleshooting skills for software-related issues.

  • Ability to navigate and utilize knowledge base systems.

How We Work:

Shift System:

  • Our operations run on a shift system, currently from Monday to Friday.

  • Standard shifts are 8 hours long and fall within the time frame of 8 am to 8 pm CEST.

  • Please note that the shift system may be subject to change in the future according to business needs. In addition to standard shifts, team members participate in on-call duty.

Public Holidays:

  • Team members are scheduled to work on public holidays.

  • For every public holiday worked, a day off is granted to ensure our team members are compensated and have time to rest.

Flexible Working Arrangements:

  • Embracing the modern approach to work, we offer flexible working arrangements.

  • You have the option to work from the office, from the comfort of your home, or even choose a mix of both based on your preferences and the nature of your tasks.

What we offer

We are building a hyper-growth SaaS startup following the best Silicon Valley practices, in Prague.

  • Stock options plan

  • 5 weeks of vacation

  • 5 sick days

  • Extra two weeks for paternity leave

  • High-end laptop & other necessary tech

  • English & Czech language lessons on all levels

  • Multisports card to access sports facilities at any of 2,700 places in Czechia.