Application Support Specialist, Fluent English

This is a fully remote position, open to applicants in Bulgaria, +5 more countries.

📋 Description

• Oversee and manage incoming tickets utilizing Zendesk

• Deliver initial responses within the established SLAs

• Gather issue specifics, including screenshots, software versions, reproduction steps, and the difference between expected and actual results

• Conduct basic troubleshooting and replicate issues in testing environments

• Respond to common inquiries using available documentation and user manuals

• Elevate complex issues to L2, QA, developers, or product teams, ensuring follow-up until resolution

• Collaborate with internal teams on change and feature requests

• Keep customers updated on the status of their requests

• Create and manage bug tickets in Azure DevOps

• Propose enhancements to support workflows and processes within Zendesk

• Contribute to a forward-thinking FinTech company developing software for depositary banks, fund administrators, and other financial entities

• Act as a liaison between business clients and technical teams, assisting in the development of support processes

⛳️ Requirements

• Outstanding English communication abilities (both spoken and written)

• Proven experience in customer support, ideally within B2B SaaS or software support

• Strong hands-on familiarity with Zendesk

• Knowledge of the Fintech industry

• Comprehension of ticket management, SLAs, escalation processes, and support workflows

• Tech-savvy with confidence in navigating software platforms and acquiring new systems

• Capability to collect and document technical information in a clear manner

• Proactive, self-reliant, and tenacious demeanor with a strong sense of ownership over customer inquiries

• Located in the EU and agreeable to undergo a criminal background check

• Personal computer equipped with at least 8GB RAM

• Reliable internet connection with a minimum of 50 Mbps download and 40 Mbps upload speeds

• Experience in FinTech or financial software is advantageous

• General knowledge of financial products and operations is beneficial

• Familiarity with Azure DevOps is a plus

• Experience in reproducing software bugs is a plus

• Background in enhancing Zendesk workflows, macros, or automations is a plus

• Understanding of SaaS environments and software release processes is beneficial

🏝️ Benefits

• Fixed schedule: Monday–Friday, 9 AM–5 PM GMT+2

• Option to work fully remotely within the EU

• Inclusive international workplace

• Compensation provided in USD

• Referral rewards for bringing friends on board

• Healthy balance between project demands and personal time

• Internal health policy

• Responsive leadership dedicated to your growth and fostering long-term collaboration

• Supportive environment for self-development

• Culture founded on trust, without time-tracking requirements

• Potential benefits and conditions may differ based on engagement terms; independent contractors may not qualify for all benefits