Customer Support Specialist

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

📋 Description

• Conduct comprehensive troubleshooting, including database analysis, reviewing system logs, and debugging product code, to identify and resolve intricate support issues escalated by other support levels.

• Ensure a low frequency of non-bug escalations to the development team.

• Document technical notes and troubleshooting procedures for the entire Support team.

• Manage assigned cases to adhere to service level agreements while providing regular updates to the business.

• Deliver ongoing support and collaborate closely with business teams across the organization.

• Partner with the operations team on flagship product maintenance and daily operations.

• Support the entire R&D team.

⛳️ Requirements

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

• Proficient in SQL.

• Strong proficiency in English, both written and spoken.

• Innovative troubleshooting skills.

• Capability to comprehend workflows and provide inventive technical solutions.

• Ability to meet tight deadlines and prioritize tasks independently.

• Excellent multitasking skills, self-motivated, and a strong team player.

• Experience with system log analysis is a plus.

• Familiarity with Zendesk is advantageous.

• Background in the Travel Industry is a plus.

• Experience working with B2B clients is an advantage.

🏝️ Benefits

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

• Option for remote work arrangement.