Customer Support Specialist

This is a fully remote position, open to applicants in Albania.

📋 Description

• Conduct comprehensive troubleshooting, which involves database analysis, reviewing system logs, and debugging product code to address and resolve intricate support issues escalated by other support tiers.

• Keep the rate of non-bug escalations to the development team at a minimum.

• Draft technical documentation and troubleshooting guidelines for the entire Support team.

• Handle assigned cases to ensure compliance with service level agreements while consistently updating the business.

• Offer continuous support and collaborate closely with business teams across the organization.

• Participate as a member of the global tech-support team and work in tandem with the operations team on critical product maintenance and daily operational tasks.

• Provide assistance to the entire R&D team.

• Work in shifts, including weekends, to ensure round-the-clock support for global customers and operations.

⛳️ Requirements

• A minimum of 2 years of experience in a customer support role within a software or technical company.

• Familiarity with SQL.

• Strong proficiency in English, both written and verbal.

• Innovative troubleshooting skills.

• Capability to comprehend workflows and deliver inventive technical solutions.

• Ability to meet tight deadlines and prioritize tasks independently.

• Skills in multi-tasking, self-learning, and being highly motivated as well as a team player.

• Advantageous: Experience with system log analysis.

• Advantageous: Familiarity with Zendesk.

• Advantageous: Background in the Travel Industry.

• Advantageous: Experience working with B2B clients.

🏝️ Benefits

• Shift work, including weekends, to ensure ongoing support.

• Full-time employment.