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Product Support Specialist

Kraków, Lesser Poland Voivodeship, Poland

Markforged (NYSE: MKFG) is leading the digital transformation of manufacturing by revolutionizing how engineers and manufacturers create and innovate. Our unique platform combines software, advanced materials (including cutting-edge metal and composite technologies), and industrial 3D printers to deliver strong, functional parts for various industries. We empower customers to overcome supply chain complexities, reduce costs, and accelerate innovation by producing high-performance tools, fixtures, prototypes, and end-use parts in-house.

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

As a Product Support Specialist, you will be part of the Technical Services team whose responsibility is to drive customer experience and success with our Company’s products.  You will 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?

  • Apply technical expertise and knowledge of company policies and procedures to investigate, troubleshoot, and resolve customer issues and answer software and account related questions
  • Be a specialist in the Eiger software suite (including its administrative capabilities), in addition to the wide range of products and services the Company has to offer
  • Engage in collaborative / cross-functional efforts to troubleshoot and make improvements on products and processes
  • Develop 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
  • Initiate efforts to collaborate with other teams to improve the overall customer experience
  • Any other duties as reasonably required

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
  • Ability to work independently and as part of a team
  • Hybrid working with 3 days from our office in Krakow

Benefits Highlights for Krakow-based roles:

  • Two additional days off (1 for your birthday + 1 extra day)
  • Private medical care 
  • Health insurance
  • MyBenefit
  • Hybrid working model (3 days per week in our Krakow office)
  • Employment contract (UoP)

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!

 

#LI-fulltime

#LI-hybrid

 

Why Markforged?
Help us reinvent manufacturing. 
We are reinventing manufacturing so that engineers can build anything they imagine.
 
We are one team that wins together!
You will be engaging every day with passionate and dedicated individuals in a collaborative environment working towards making best-in-class products.

Perks & Benefits

For all US-based roles, we offer a competitive compensation package and a full suite of benefits, including medical insurance, dental insurance, vision insurance, 401(k), parental leave, commuter benefits, open PTO policy, and more. Our work environment includes casual dress, a fully stocked kitchen, bike storage, free parking, weekly catered lunches, and fitness perks. You will have unlimited access to our 3D printers for professional and personal parts!

To all recruitment agencies: Markforged does not accept agency resumes. Please do not forward resumes to our jobs alias or Markforged employees. Markforged is not responsible for any fees related to unsolicited resumes.

Markforged is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, or disability.

 
#LI-BA1

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