Technical Support
Support
Technical Support
Warszawa
Type of work
Undetermined
Experience
Mid
Employment Type
Mandate
Operating mode
Office
Tech stack
Customer Support
Troubleshooting
SQL
Communication Skills
English
Job description
Online interview
Job Description:
- Support customers via chat, phone, email, or ticketing system.
- Basic troubleshooting of Software/Application issues
- Handle high-level application usage or How-to questions
- Ticket escalation to relevant teams
- Follow up on customer requests
- Provide a high level of service to customers and adhere to company SLA policies for response and resolution times.
- Identify and implement workarounds for customer incidents
- Implement bug fixes and patches to both new and legacy parts of the platform
- Proactively bring issues and problems to the attention of the team; generating, proposing, and implementing innovative solutions to solve them
Requirements:
- Excellent Communication Skills & English.
- Experience using Zendesk in a support environment
- Flexible with working on rotational shifts mainly US time (Mid/Late Warsaw Time)/ Including some weekend rotational shifts.
- Demonstrable experience of providing excellent customer service/support
- Experience responding to customers by monitoring support queues and owning all comms
- Demonstrable incident/problem management experience
- Experience troubleshooting front-end platform issues
- Experience escalating tickets and working with engineering teams
- Some knowledge with Unify or Engage a huge plus
- Familiarity with SQL a huge plus
- Graduates only are welcome to apply
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