Customer Support Specialist - night shifts
This position is primarily focused on evening/night shifts from 6:00 PM to 2:00 AM (Prague time), supporting our customers across different time zones, especially in North America.
ABOUT SHARRY
Sharry is a global PropTech company that develops smart building technology used in premium office buildings around the world.
Our platform connects the digital and physical workplace experience — from mobile access and Apple & Google Wallet employee badges to visitor management, parking, workplace services, and integrations with leading access control and building technologies.
Today, Sharry is an international team of 40+ professionals, with our headquarters in Prague and colleagues across Europe and the United States.
Our Customer Support Team is looking for a new colleague to help us provide exceptional technical support and maintain strong relationships with our customers worldwide.
As part of our Global Support Team, you will primarily provide 1st and 2nd level technical support during the 6:00 PM–2:00 AM shift, covering the evening hours in Europe and business hours for many of our US customers.
You will handle incoming service requests, troubleshoot technical issues, coordinate with other members of the Support and Engineering teams, and make sure our customers receive timely and professional assistance.
Your mission at Sharry:
Discover the world of smart buildings and develop an in-depth understanding of Sharry products and technologies.
Provide 1st-level technical support during the 6:00 PM–2:00 AM shift.
Handle customer requests and incidents on a daily basis, ensuring prompt follow-up according to agreed SLAs.
Identify and troubleshoot technical issues and coordinate their escalation to the appropriate teams when necessary.
Communicate with customers primarily via email and provide clear updates throughout incident investigation and resolution.
Become familiar with technologies integrated with Sharry, including access control systems, mobile credentials, APIs, and other smart-building solutions.
Monitor and coordinate ongoing service requests to ensure that issues are progressing toward resolution.
Work closely with customers, technology vendors, and colleagues across Product, Engineering, Sales, and Delivery teams.
What tools will you be working with?
AI - Claude, Gemini, ChatGPT, 8n8
Slack - our daily communication channel with co-workers.
Jira - tasks management tool for our Engineering team.
Freshdesk - the only ticketing system you need to handle all customer requests.
Kibana - logs tool to help you find all events related to any reported issues.
Postman - enables you to check and troubleshoot API requests.
Wiki - library of SOPs, can responses and facts about projects
Who will be your partner in crime? Young international team!
Artem - superhero and your team leader
Dmitry - customer care specialist (based in Prague)
Sham - customer care specialist (based in Prague)
Lorenz - customer care specialist (based in Manila)
Kevin - Country Manager for US market and our colleague to handle any client’s on-site requests
Carlos - Country Manager for US and Mexico market and our colleague to handle any client’s on-site requests
Artem has acquired a comprehensive knowledge in the field of Customer Service and Operation Management role in a competitive business environment of hotels. He started at Sharry as 1st & 2nd level support before he switched to a manager role. Therefore, he has a deep understanding of the challenges and difficulties of a beautiful work in the Customer Care Department. In his leisure time Jan enjoys spending time with his friends and learning new languages.
You should have:
Previous IT customer support experience - tech savvy and interest in SaaS.
Willingness to use AI tools
Basic knowledge of IT, computer networks, TCP/IP is an advantage.
Team player and customer oriented - you love working with people and helping them on daily basis.
Excellent communication skills in English - you can explain complex matters in clear and structured way. (Czech, Spanish, German is a big advantage)
Joy of working in night shifts.
In return we offer:
Pleasant working environment, free company culture 🤟
Table tennis and Playstation 5 at the office (+ colleagues eager to play)
Off-work activities 🏞
Flexible working hours, remote work possibility ⏰
Smart HQ offices located nearby Smíchovské nádraží subway station in Prague powered by Sharry 🏙
Free parking for your car or bike (+ even shower) 🚘
Part-time/Full-time upon agreement ✅
Dell / MacBook computer + company phone 💻
5 weeks of vacation, 6 sick days per year 🏝
Free fruits & healthy snacks at the office 🍒
Company breakfasts, Sharry Beer events, parties, team-building sessions 🎈
Free tickets to public events (theatre, cinema, escape games, ice skating, and more) 🎭
Multisport card ⚽️