This is a job advert for a customer support agent with at least two years experience in customer support.
We are Murena, more information about our company is described further below. We have a fully remote, multicultural and international team. We all work from home or co-working spaces but are in regular contact with each other via various communication platforms. We have a common mission: to improve the digital world by helping users to get access to user-friendly, privacy-safe and sustainable smartphones and cloud. We aim high! If you are looking for a challenge… join us 🙂 !
As a Customer Support Agent, your primary responsibility will be to answer customer queries about Murena devices (phones, tablets etc.), Murena Workspace services (cloud), Murena Mobile Device Management (MDM) and Murena Mobile (mobile operator). This includes answering questions on the Helpdesk software, processing warranty or return requests, and basic troubleshooting of technical issues.
You will work in a team with other customer support agents. You will be required to communicate frequently with the team members working on the Murena Shop and with software developers that work in various teams.
To excel in this role you will need to have good communication skills, provide good customer satisfaction, be a successful team player and work efficiently with tools like helpdesk, shop and issue tracking software.
What You’ll Do
- Answer customer inquiries promptly and professionally
- Process warranty and refund requests
- Perform initial troubleshooting for reported technical issues
- Provide clear, effective solutions or escalate issues when necessary
- Maintain accurate records of customer interactions and feedback
- Collaborate with internal teams to improve support processes
Skills we are looking for
- Able to work independently with responsibility for helping customers
- Fluent in English
- A team player
- Familiar with Android and cloud services
- Have strong communication skills with a responsible and proactive attitude
- Minimum 2 years working experience in customer service
Nice to haves
- Experience with remote working
- Interest in open source, privacy, sustainability, ESG
- Proficiency in other languages (French, German, Spanish)
- Experience with our Helpdesk software (Zammad and GitLab)
- Experience with our e-commerce software (Woocommerce)
About the Team
As a member of the Customer Support team at Murena, your primary mission is to deliver an impeccably smooth user experience. Our team collaborates closely with other squads, such as OS, Cloud, Devices and Shop.
We value every team member’s input in shaping the roadmap towards enhancing the reliability of our services, fostering a culture of collective ownership and continuous improvement.
About Murena
Murena is a company focused on everyday, mainstream users and to enhance for this user group their digital privacy and security, particularly in the realm of smartphones, tablets and cloud. We are known for developing /e/OS, an open-source, privacy-focused mobile operating system designed to offer an alternative to mainstream operating systems (iOS and Android) that often engage in extensive data collection. Murena’s mission is to provide users with greater control over their personal data by minimizing tracking and data sharing. Their products and services are aimed at users who prioritize privacy and wish to reduce their digital footprint. Murena offers for sale smartphones pre-installed with /e/OS, providing a more secure and private mobile experience, as well as a privacy-focused cloud called Murena Workspace.
Links:
- www.murena.com
- www.murena.com/smartphones
- www.murena.com/workspace
- www.murena.com/impact
What We Offer
- Fully remote position
- Flexible working hours
- Exciting challenge: to become the 3rd mobile ecosystem alongside Apple (iOS) and Google (Android)
- Potential to impact a large and constantly growing user base: we double in number of users roughly every year
- Contractor (self-employed) position
- A fair salary, aligned with your skill set
Recruitment Process
- Send your application to recruitment+support@murena.io, with:
- Your resume
- Remuneration expectation per hour or per day. Please note: this is a requirement.
- Optional: an application letter explaining your motivation to apply for this role.
- Only people who are are shortlisted will receive an email
- Shortlisted candidates will have an interview with the Helpdesk manager and one of the Helpdesk team members
- Everyone who has had an interview will receive an email to let them know if they have gotten the job or not
- Offer letter