Employer description & source details
Handle support requests by email and chat, and join occasional customer calls to review issues live; Provide Tier 1 and Tier 2 support: troubleshoot, reproduce issues, and escalate complex cases; Diagnose issues using internal tools, logs, configuration files, and databases; Escalate to engineering, delivery, sales, or customer service, and keep customers updated on escalated cases; Handle routine configuration maintenance and test customer configuration changes; Help customers understand the platform, its best practices, and its limits so they can solve issues on their own; Monitor chatbot workflows and suggest improvements. What you need to succeed in this role: Excellent English communication skills (at least C1 for both spoken and written); 1–3 years of experience in customer support, ideally in SaaS or a technical environment; Excellent written and verbal communication skills, with a professional and empathetic approach; Strong organizational skills and attention to detail. You can juggle multiple tasks and priorities without losing track; An analytical mindset and a knack for recognizing patterns in support data; Hands-on experience with Zendesk and Jira; Confidence working with technical tools and admin interfaces; Practical experience using generative AI to improve operational workflows and customer-facing work; Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload). Background in software development, APIs, or another technical role.
Extracted skills: sales