Customer Support Specialist - ProtonVPN

A better internet is possible, one that empowers people to choose how their personal information is used. This might seem daunting, or even impossible, but at Proton, building this better internet is what we do every day.

ProtonMail was founded in 2014 by a group of scientists who met at the European Organization for Nuclear Research (CERN). Our first product, ProtonMail, is now the world’s largest encrypted email service. Subsequent Proton products, such as ProtonVPN, Proton Calendar, and Proton Drive, use end-to-end encryption that gives our users full control over how and with whom their data is shared.

Today, Proton is making privacy universally accessible to more than 50 million registered users, including journalists, some of the world’s largest organizations, and people in more than 180 countries. Our diverse and dynamic team is made up of more than 400 members representing over 30 different nationalities. While we are based in Geneva, Switzerland, we have offices in Zurich, Prague, London, Vilnius, Skopje, Taipei, and many more employees working remotely around the world.

New York Times journalists, some of the world’s largest corporations, and millions of ordinary citizens use our products so they can choose who, if anyone, sees their information. Join us at one of Europe’s fastest-growing companies to help us solve challenging problems and build new products that will reach hundreds of millions of people. We want to create more than just one of the world’s most impactful tech companies, we want to create a new internet that serves the interests of all people. We need you, your voice, your ideas, and your ambition to make it happen.

Purpose of the role

We are looking for enthusiastic tech-savvy individuals to join our Customer Support team in our offices in Skopje and Taipei. As a Customer Support Specialist for ProtonVPN, you’ll be in charge of resolving our customers' technical support questions related to our product. 

What you will do

• Interact directly with ProtonVPN customers to answer questions regarding our services
• Help resolve technical support inquiries from customers and maintain the high levels of customer support and satisfaction we are known for
• Extensive troubleshooting in order to detect the cause of the issue
• Collaborate closely with our developers to improve Proton products based on customer feedback
• Helping to test the web and mobile applications on a regular basis to ensure that only a high-quality product is released to our customers

Job requirements

• Excellent communication in English (especially in written form)
• Familiarity with the VPN (Virtual Private Network)
• Strong troubleshooting skills
• You're a problem solver with a positive attitude
• You enjoy working in a highly dynamic environment
• You're tech-savvy. Degree in Information Technology is a big plus
• You care about digital privacy and you want to make a difference
• Attention to detail is very important
• Willingness to learn new concepts
• Positive attitude, Intelligence, adaptability, and flexibility

Bonus points for

• Experience with QA testing
• Experience in Customer Support

Why you should join Proton

• Be part of a movement - Proton is not just a product or service but a community-driven movement united by a shared vision of online freedom. Our services are open source, audited, and supported by community contributions. We give back to our community by maintaining core encryption libraries and by supporting other organizations furthering the same goals as us.
• Work with smart and dedicated people - Our team is diverse, collaborative, and tight-knit with people coming from all walks of life, including many of the world’s top academic institutions and organizations, such as MIT, Harvard, Stanford, Caltech, Cambridge, and ETH.
• Join a strong brand - Our encrypted email service - ProtonMail - has grown to be a staple of online security and privacy. Proton has been featured in multiple popular television and film productions, such as Mr. Robot, Knives Out, Sounds of Metal, and more.
• Grow with us - We’re one of Europe’s fastest-growing startups, doubling in size every year. Our growth gives you limitless career and educational opportunities as well as the opportunity to work side-by-side with many world-leading experts in their fields.
• Have your voice heard - We value your opinion and encourage you to speak up and share your ideas and thoughts. At Proton, no problem is someone else’s problem. We collectively strive to do the right thing and be the undisputed best in the world at everything we do.

ProtonMail 提供正職員工：

- 具競爭力的薪資、績效獎金與員工認股
- 特別休假天數一年15天
- 不扣薪病假
- 辦公室午餐補助
- 每月部門聚餐與慶生會、不定期下午茶與水果盒
- 每日各國零食、鮮奶、飲料、咖啡供應
- 優於勞基法女性16週產假與男性4週陪產假
- 線上學習課程資源

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