Service Support Specialist

This is a fully remote position, open to applicants in Bulgaria, +1 more state.

📋 Description

• Conduct ticket audits and provide hands-on assistance for intricate API and ETL troubleshooting.

• Share insights and best practices to empower support agents in their continuous improvement efforts.

• Take ownership of and resolve complex customer cases through email and video communication.

• Analyze product usage, operational issues, and technical integrations to deliver customized solutions.

• Serve as a solution partner for clients, enhancing product adoption through best-practice recommendations.

• Identify recurring trends during the night shift.

• Enhance help documentation and assess AI-driven support tools.

• Provide customer support during LATAM business hours (17:00–01:00 Local Time).

⛳️ Requirements

• Prior experience in a 2nd line B2B support position within a SaaS product organization.

• A consultative approach with authentic empathy.

• Exceptional written and verbal communication abilities.

• Strong English proficiency is required.

• Familiarity with support ticketing systems such as Zendesk.

• Excellent prioritization and multitasking capabilities.

• Capability to manage real-time workloads efficiently.

• Exposure to web technologies and related stacks (API, ETL, SQL) is advantageous.

• Experience with ETL/data analytics platforms is a plus.

🏝️ Benefits

• Internal shares program (EDPP).

• Budget allocated for job-related training.

• Sustainable merchandise provided for all employees.

• Adverity Social Responsibility Days (+2 days paid leave).