Technical Support Specialist
New
Portugal Remote, Follow-the-sun model (24/5 business)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- SQLJiraRESTful APIsCRMZendeskPostman
Requirements
- Excellent communication, problem-solving, and technical writing skills in English.
- Strong organizational skills and ability to manage multiple issues simultaneously in a fast-paced environment.
- Positive self-starter capable of taking direction and working in a team.
- Aptitude to learn and support new products and features.
- Basic understanding of telephony routing (IVR, ACD, DTMF) and the OSI model.
- Experience using ticket-based workflow systems and ITIL concepts.
- Proficiency with Zendesk, JIRA, and logging/reporting tools (DataDog, Looker).
- Knowledge of APIs (Postman, SOAPui, Webhooks), HTML, browser console troubleshooting, and SQL.
- Familiarity with CRM tools (Salesforce, Hubspot, Zoho) and operating systems (Windows, Mac OS, Android, iOS).
- Ability to read, parse, and manipulate data formats including XML, EDI, and CSV.
Responsibilities
- Receive and respond to escalated customer cases regarding technical and functional questions or issues.
- Handle complex issues dealing with platforms, operating systems, integrations, and calling features; analyze, reproduce, and resolve these issues.
- Assist and train the Frontline Support team on specific topics and improve escalation processes.
- Create and maintain internal documentation.
- Collaborate with developers and product managers to diagnose and resolve issues.
- Monitor support metrics to identify trends, mitigate risks, and suggest product enhancements or workarounds.
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