Technical Support Specialist

Posted 6 days agoViewed

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💎 Seniority level: Demonstrated experience working in a B2B customer support role

📍 Location: Ireland

🔍 Industry: Localization and translation technology

⏳ Experience: Demonstrated experience working in a B2B customer support role

🪄 Skills: HTMLCSSJavascriptNginxAPI testingRESTful APIsTroubleshootingWordPress

Requirements:

Third-level technical education via degree or certification.
Demonstrated experience working in a B2B customer support role and delivering against key support KPIs.
Ability to make decisions for quick and accurate resolutions.
Ability to explain complex problems in simple terms.
Desire to deliver a best-in-class customer support experience.
Customer-centric mindset with an affinity for problem-solving.
Capacity to empathize with users.
Knowledge of web technologies: HTML, CSS, JavaScript, AJAX, and HTTP.
Experience troubleshooting web applications and technology.
Working knowledge of RESTful APIs.
Experience with web development tools like Firebug and Chrome Developer Tools.
A home office setup conducive for working remotely.

Responsibilities:

Provide best-in-class technical support via email.
Take phone calls for urgent or escalated issues.
Diagnose and solve customer problems, escalating when necessary.
Troubleshoot software and network issues using various tools.
Direct users to relevant product documentation and resources.
Identify gaps in resources and documentation.
Collaborate with Customer Success, Engineering, and Product teams.
Plan, organize, and prioritize your work.
Advocate for product improvement.
Contribute to process and service quality improvement.

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🔧 Requirements

Third-level technical education via degree or certification.
Experience in a B2B customer support role.
Ability to make quick and accurate decisions.
Ability to explain complex problems simply.
Desire to deliver a best-in-class customer support experience.
Customer-centric mindset and problem-solving affinity.
Empathy with users to demonstrate care.
Knowledge of web technologies including HTML, CSS, JavaScript, AJAX and HTTP.
Experience troubleshooting web applications.
Working knowledge of RESTful APIs.
Experience with web development tools.

💡 Responsibilities

Provide best-in-class technical support via email.
Take phone calls for urgent or escalated issues.
Diagnose and solve customer problems, escalating when necessary.
Troubleshoot software and network issues.
Direct users to relevant product documentation.
Identify gaps in resources for future issue deflection.
Collaborate with Customer Success, Engineering and Product teams.
Plan, organize, and prioritize work.
Advocate for product improvements.
Contribute to process and service quality improvements.

HTMLCSSJavascriptNginxRESTful APIsTroubleshooting

Posted 5 days ago