#TS- MT

Technical Support

Bulgaria • working time

Full-time • remote

Remote

About the job

We’re searching for an energetic, tech-savvy Support Specialist who can provide Tier 1+ 2 technical support to our customers, allowing them to realize the maximum value of our client, and assuring their platform is up and running as expected.
You’ll have an opportunity to work closely with our global Customer Success team. You’ll join a friendly, talented team and will play a key role in helping us attain and maintain one of our core values: Customer Obsession.

The ideal candidate is techy, organized, passionate about customer relationships & success, and focused on enhancing the customer’s experience.

Responsibilities

• Working to resolve all escalated incoming client issues by phone, email, or chat within defined SLAs
• Filtering support tickets, prioritizing and escalating the most impactful, complex issues, and managing them directly with the engineering team
• Documenting issue statuses and providing updates to management
• Supporting the Customer Success Managers on technical implementation and troubleshooting calls/emails
• Developing, documenting, and maintaining standard operating procedures, best practices, and customer service guidelines with the global Support department
• Enabling the global Support department and being a focal point for knowledge transfer within the department

Requirements

• Former customer-facing support/ development/QA experience, ideally in a B2B/SaaS environment
• Experience in navigating complex support scenarios.
• Customer-oriented and exceptional interpersonal skills
• Excellent analytical and problem-solving skills
• Self-starter, experienced in a start-up environment
• Experience working cross-functionally with product and engineering to escalate issues and thoroughly document expected behavior, current behavior, and steps to replicate

Advantages

• Experience with customer marketing, advocacy, or B2B marketing platforms is a major plus!
• Knowledge and experience with data extraction from various database frameworks such as MySQL/ElasticSearch/MongoDB.
• Experience working with Salesforce, ideally as an admin with experience installing and configuring packages, troubleshooting, inspecting logs, etc. Knowledge in scripting languages such as JavaScript/node.js/PHP with an ability to develop and execute scripts to support customers’ needs.
• Knowledge of HTML/JavaScript with proven coding and debugging abilities.
• Experience with Coralogix

What we can offer