Technical Support Application Analyst – Flexible Shifts

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

📋 Description

• Deliver technical assistance for a designated product vertical to both technical and non-technical clientele.

• Identify, troubleshoot, repair, and debug intricate software and/or networked systems.

• Create, manage, resolve, categorize, update, escalate, transition, and close support tickets.

• Keep precise records of activities and customer interactions within Salesforce.

• Address client inquiries within established service level agreements.

• Utilize SQL applications and tools to execute basic SQL queries.

• Respond to client questions, issues, and work requests on a daily basis.

• Cultivate expertise in company products and services and share insights with customers.

• Collaborate with senior team members to troubleshoot and resolve client incidents.

• Monitor open tickets assigned to you, reach out to customers, and update tickets in a timely manner.

• Deliver prompt support during scheduled shifts and on-call periods.

• Complete daily tasks and projects while tracking time consistently.

• Keep management informed about personnel, performance, client perceptions, and project statuses.

• Work together with colleagues to ensure the delivery of quality service.

⛳️ Requirements

• Proven experience in providing customer support.

• A client-centric approach with the ability to comprehend expectations.

• Direct experience as a primary contact or lead in supporting clients via phone and email.

• Experience in troubleshooting complex issues.

• Proficiency in SQL and Windows platforms.

• Willingness to work rotational shifts, including nights, weekends, and public holidays.

• Capability to provide support during early and late shifts as well as on-call periods when necessary.

• Proficient in using SQL applications and tools to run basic SQL queries, or the initiative to learn them.

• Ability to meet customer service technical support metrics.

• Dedication to and consistent demonstration of company values.

• Ability to accomplish daily tasks and projects effectively.

• Ability to track time on a daily basis.

• Willingness to travel up to 10% of the time.

🏝️ Benefits

• Competitive salary.

• Comprehensive benefits package.

• Dedicated Time Off (DTO).

• Parental leave.

• Equity program.

• Annual performance bonus.

• Long-term incentives.

• Flexible work arrangements.

• Opportunities for knowledge sharing and continuous improvement.

• Supportive and inclusive environment.