Technical Customer Experience Specialist

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

📋 Description

• Deliver expert technical support to clients via online channels, including ticketing systems and email.

• Analyze and resolve technical and application-related issues reported by customers.

• Manage support tickets from the initial contact through to investigation, resolution, and follow-up.

• Collect logs, screenshots, and other diagnostic materials.

• Reproduce reported issues and differentiate between user, configuration, connectivity, and software-related problems.

• Solve issues directly when feasible, and escalate more complex problems to engineering or specialized teams.

• Record issues, investigation processes, findings, and solutions in the support platform.

• Keep customers updated on progress throughout investigation and escalation processes.

• Prioritize requests based on severity, customer impact, and service levels.

• Track outstanding requests and ensure timely follow-up.

• Recognize recurring issues and collaborate with Product and Engineering teams to address root causes.

• Develop and maintain FAQs, troubleshooting guides, and knowledge-base articles.

• Provide insights on customer issues and support trends to Product and Engineering teams.

• Assist with customer onboarding, configuration, and implementation.

• Enhance support processes, tools, reporting, and overall customer experience.

⛳️ Requirements

• Prior experience in a technical support or service desk position.

• Strong troubleshooting and problem-solving abilities.

• Proficient in working with web-based applications and digital platforms.

• Capability to investigate technical issues in a logical and systematic manner.

• Excellent written and verbal communication skills in English.

• Strong customer communication skills, with the ability to clarify technical issues for non-technical users.

• Experience with ticketing or customer support systems.

• Ability to handle multiple support requests and prioritize effectively.

• Keen attention to detail and documentation proficiency.

• Comfortable working remotely and collaborating with colleagues across various countries and time zones.

• Residing within the European Union with the right to work in the country of employment.

• Preferred experience with SaaS or cloud-based platforms.

• Preferred experience with APIs and system integrations.

• Preferred experience with REST APIs and tools like Postman.

• Preferred experience in reading and interpreting application or system logs.

• Preferred experience with basic SQL or database querying.

• Preferred experience with JSON and other common data formats.

• Preferred experience with mobile applications, including Android and iOS.

• Preferred experience with payment or transaction-processing systems.

• Preferred experience with AWS or other cloud environments.

• Preferred experience with Jira, Zendesk, Freshdesk, Intercom, or similar platforms.

• Preferred experience with monitoring and diagnostic tools.

• Preferred experience collaborating with software development or engineering teams.

• Preferred experience supporting enterprise or B2B customers.

🏝️ Benefits

• Opportunity to be part of a growing international digital business.

• Flexible remote working environment.

• Exposure to cutting-edge digital and cloud technologies.

• Direct engagement with international customers and partners.

• Close cooperation with Product and Engineering teams.

• Opportunities to deepen technical, product, and customer-success expertise.

• A role where your contributions can significantly shape the development of our support function and customer experience.

• Fully subsidized health insurance.

• Employer pension contribution.

• 25 days of annual leave per year.