Senior Technical Support Agent
New
Remote - PolandFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in a technical, data-driven, customer-facing role
- Required Skills
- SQLData AnalysisMicrosoft ExcelTechnical supportData modelingSaaS
Requirements
- 5+ years of experience in a technical, data-driven, customer-facing role.
- Hands-on experience with SQL for querying, validating, and troubleshooting.
- Proficiency in Microsoft Excel for multi-source, high-volume datasets.
- Expertise in analyzing and troubleshooting end-to-end data models.
- Proven success owning and driving resolution for complex customer and system issues.
- Excellent communication skills.
- Experience collaborating cross-functionally.
Responsibilities
- Own and resolve complex, high-impact customer cases, serving as the primary escalation point.
- Apply advanced technical expertise to analyze and troubleshoot end-to-end customer data models.
- Communicate effectively with both technical and non-technical audiences.
- Proactively partner with Product, Engineering, and Customer Success to communicate technical issues.
- Develop deep product and domain expertise in CaptivateIQ's platform.
- Partner with internal teams to improve workflows, documentation, and tooling.
- Provide actionable feedback to inform product enhancements.
- Champion consistency and quality across customer communications.
- Lead initiatives that enhance support processes, tools, and knowledge sharing.
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