Customer Support Specialist at Infatica.io

About Us:

Infatica.io is a global provider of ethical residential, mobile, ISP, and datacenter proxies, as well as a web scraping API. Our mission is to make big data collection more accessible and transparent for businesses around the world. We serve clients in e-commerce, digital marketing, cybersecurity, and beyond.

We are expanding our customer success team and are looking for a proactive, communicative, and tech-savvy Customer Support Specialist to join our fully remote and international environment.

Your Mission:

As a Customer Support Specialist, you will be the first line of communication between Infatica and its global client base. You’ll play a key role in ensuring seamless client experience by resolving inquiries, offering solutions, and collaborating with technical teams to continuously improve customer satisfaction.

Responsibilities:

• Provide timely and accurate support to customers via chat, email, and messengers (HelpCrunch, Telegram, etc.).

• Troubleshoot technical issues related to proxy connections, IP addresses, and anti-detect browsers.

• Work closely with internal teams (devs, sales, product) to escalate issues and resolve complex inquiries.

• Maintain and update the knowledge base and FAQ section to reduce repetitive questions.

• Collect and relay customer feedback for continuous product and service improvement.

• Track and report key customer support metrics (response time, resolution rate, etc.).

• Maintain a professional, polite, and empathetic tone in all interactions.

• Participate in support process optimization and automation initiatives.

Requirements:

• English proficiency: Intermediate+ (oral and written).

• Strong communication skills: Clear grammar, confident tone, ability to simplify technical info.

• Technical aptitude: Basic knowledge of proxy technology, IPs, networking. Experience with consoles or anti-detect browsers is a plus.

• Experience: 1+ year in customer support or technical support roles.

• Self-driven: Able to learn quickly, independently explore solutions, and adapt to new tools.

• Attention to detail: Accurate problem capturing and resolution tracking.

• Preferred (not mandatory): Familiarity with MySQL, Python, PHP

• Tools: Experience with HelpCrunch, Slack, Telegram or similar platforms.

What We Offer:

• Work in a growing tech company with global reach.
  Fully remote work format with a flexible schedule.
  Competitive salary in USD or EUR.

• Paid vacation and sick leave.

• Friendly, informal atmosphere with a team of passionate professionals

Ready to Join?

If you're passionate about helping users, love solving puzzles, and thrive in a remote international team — we'd love to meet you!