Customer Support Specialist

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

📋 Description

• Conduct thorough troubleshooting, including database analysis, examining system logs, and debugging product code to pinpoint and resolve intricate support issues escalated by other support tiers.

• Maintain a minimal rate of non-bug escalations to the development team.

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

• Oversee assigned cases to adhere to service level agreements while consistently providing updates to the business.

• Offer ongoing assistance and collaborate closely with business teams across the organization.

• Work in conjunction with the operations team regarding flagged product maintenance and daily operations.

• Support the entire R&D team.

• Deliver continuous support to global customers and operations during shifts, including weekends.

⛳️ Requirements

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

• Proficient in SQL.

• Strong command of English, both written and verbal.

• Innovative troubleshooting skills.

• Capability to understand processes and provide inventive technical solutions.

• Ability to meet tight deadlines and prioritize tasks independently.

• Skilled in multi-tasking, self-learning, highly motivated, and a team-oriented individual.

• Advantageous: Experience with system log analysis.

• Advantageous: Experience using Zendesk.

• Advantageous: Background in the travel industry.

• Advantageous: Experience working with B2B clients.

🏝️ Benefits

• Full-time employment.

• Flexible remote work arrangement.

• Shift work, including weekends, to ensure continuous customer support.