/!\ IMPORTANT: WE DO NOT TAKE APPLICATIONS HERE ON LINKEDIN => How to apply? Send your application by email to: jobs+support@murena.com 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. Your responsibilities: 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 You must be: 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 It is nice if you have: 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) The team As a member of the Helpdesk 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 The recruitment process Send your application, with: Your resume Remuneration expectation per hour / day Optional: an application letter (everyone moving to 2nd round will be asked to write one, not necessary to write one for the 1st round, but you may if there are things you want to let us know about) We will let you know if you are shortlisted. Shortlisted candidates will have an interview with the Helpdesk manager and one of the Helpdesk team members We will let you know if you have gotten the job. Offer letter How to apply? Send your application by email to: jobs+support@murena.com Show more Show less