Technical Product Support Specialist

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

📋 Description

• Deliver technical assistance through chat and email to CreatorIQ clients, ensuring an exceptional customer experience.

• Diagnose and resolve intricate technical issues, including platform configuration, integrations, and data-related challenges.

• Facilitate screen-sharing sessions and live troubleshooting to assist clients in navigating solutions.

• Investigate, replicate, and identify root causes of reported issues in suitable environments.

• Assess issue severity and impact, prioritizing or escalating to engineering or advanced support teams as necessary.

• Collaborate across departments with Product, Engineering, and Customer Success to efficiently resolve issues.

• Maintain and enhance the knowledge base, including documentation, FAQs, and troubleshooting guides.

• Educate clients on platform functionality, best practices, and “how-to” guidance to foster adoption.

• Recognize recurring issues and offer feedback to enhance product quality and support processes.

• Contribute to the ongoing improvement of support workflows, tools, and customer experience.

⛳️ Requirements

• A minimum of 2 years of experience in technical support, product support, or a SaaS support environment.

• Proficient troubleshooting skills with the capacity to analyze, replicate, and resolve technical issues.

• Familiarity with ticketing systems such as Zendesk, Jira, or other similar platforms.

• Basic to intermediate knowledge of APIs, integrations, or system configurations.

• Strong grasp of issue triaging, escalation, and prioritization processes.

• Capable of multitasking and managing numerous tickets in a high-paced environment.

• Exceptional written and verbal communication skills, with the ability to convey technical concepts clearly.

• Strong analytical capabilities and a problem-solving mindset.

• Detail-oriented with excellent organizational and time management skills.

• Comfortable working autonomously while also collaborating with cross-functional teams.

• Nice to Have: Experience in SaaS platforms or customer-facing technical roles, basic understanding of social media platforms and integrations, exposure to data analysis or debugging tools, and experience in high-growth or startup environments.

🏝️ Benefits

• Surprise meal stipends: working from home shouldn't mean missing out on the joy of someone else preparing a meal for you!

• Work/life balance: Enjoy 26 days of vacation, along with floating and set holidays, a wellness allowance, and paid parental leave.

• Comprehensive medical, life, and business travel insurance.

• Stock options as part of our equity-sharing program.

• An extensive perks program offering stipends for cell phone and internet, home office setup, mental wellness, professional development, tuition reimbursement, and occasional company-funded meals throughout the year.