Technical Support Analyst

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

📋 Description

• Review, triage, and respond to customer inquiries through the help desk tool or email.

• Identify customer requirements and assist them in utilizing specific features.

• Support Level 2 assistance during periodic status calls with clients.

• Analyze and report product issues by conducting tests or simulating user experiences.

• Document processes specific to customers.

• Follow up with clients to ensure that technical problems are effectively resolved.

• Maintain weekly reports on customer inquiries, responses, and feedback to develop analytics and trends in customer service.

• Collect customer feedback and communicate it to the Customer Success, Engineering, and Product Teams.

⛳️ Requirements

• 5 years of experience in a Technical Support Specialist position, or a confident recent STEM graduate with business acumen.

• Experience in the software industry.

• Ability to quickly analyze and comprehend complex technical issues, breaking them down into manageable tasks.

• Familiarity with help desk software (JIRA), documentation tools (Confluence), and other remote support tools.

• Strong communication and problem-solving abilities.

• Patience when dealing with challenging cases.

• Capability to multitask effectively.

• Willingness to work on a flexible schedule to accommodate clients in various time zones.

• SQL or PostGres skills are a plus.

• Must reside in Bucharest to qualify for this role.

🏝️ Benefits

• Work from anywhere in Romania - we operate as a fully remote company.

• Flexible PTO - 25 days of paid vacation annually plus 3 Public Holidays.

• Additional paid time off on employees' birthdays.

• Competitive salary based on skills and geographical location.

• Collaborate with a diverse and international team.