Customer Support Specialist

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

📋 Description

• Deliver technical assistance to customers through email and chat platforms.

• Investigate, diagnose, troubleshoot, and propose solutions for customer challenges within Google Workspace, Microsoft 365, Slack, Salesforce, Jira, and Confluence environments.

• Refer unresolved matters to the appropriate internal teams.

• Provide timely and precise customer feedback while establishing realistic expectations for resolutions.

• Log and resolve issues in the ticketing system.

• Generate reports on ticket volume, resolution times, and recurring problems.

• Document knowledge through technical notes and articles for the knowledge base.

• Enhance the product FAQ and knowledge base, especially concerning Revyz/Atlassian coverage.

• Work collaboratively with engineering on unresolved or recurring issues.

• Interpret Jira/Atlassian-specific behaviors for teams that may be less familiar with that ecosystem.

⛳️ Requirements

• Practical experience in administering Jira and/or Jira Service Management, including permission schemes, workflows, and automation rules.

• Background in technical support, customer success, or a similar customer-facing position.

• Acquainted with knowledge base tools, ticketing systems, and basic escalation processes.

• Excellent written communication skills to articulate technical concepts clearly.

• Eagerness to gain working knowledge of Google Workspace, Microsoft 365, Slack, and Salesforce administration.

• Proficient in de-escalating challenging customer interactions.

• Previous exposure to SaaS backup, recovery, or data protection concepts is a plus.

• Experience in supporting Google Workspace, Microsoft 365, Slack, or Salesforce alongside Atlassian is beneficial.

• Experience in writing technical documentation or how-to guides is advantageous.

• ACP-120, ACP-620, Atlassian Certified Organization Administrator, or equivalent experience are optional credentials that strengthen applications.

🏝️ Benefits

• Unlimited PTO

• Paid Holidays

• Health Insurance

• Dental Insurance

• Vision Insurance

• Employee Wellness Program

• Excellent opportunity to collaborate with outstanding individuals

• Flexibility for remote work

• Opportunities for growth

• Rewards based on performance