Customer Support Specialist

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

📋 Description

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

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

• Create technical documentation and troubleshooting procedures for the entire Support team.

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

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

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

• Provide assistance to the entire R&D team.

⛳️ Requirements

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

• Familiarity with SQL.

• Proficient in English, both written and spoken.

• Strong creative troubleshooting skills.

• Capability to comprehend workflows and offer innovative technical solutions.

• Competence to adhere to tight deadlines and effectively prioritize tasks independently.

• Ability to multitask, self-learn, and work as a motivated team player.

• Advantageous: Experience in system log analysis.

• Advantageous: Familiarity with Zendesk.

• Advantageous: Experience in the travel industry.

• Advantageous: Experience working with B2B clients.

🏝️ Benefits

• Shift work, including weekends, to ensure continuous support for global customers and operations.