Application Support Specialist

New

SupportYourAppFinTech software

Bulgaria, 9 AM–5 PM GMT+2Contract

Salary15 - 20 USD per year

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Job Details

Have customer support experience; B2B SaaS or software support experience is preferred.
Have strong practical knowledge of Zendesk.
Be familiar with FinTech.
Understand ticket management, SLAs, escalation procedures, and support workflows.
Be comfortable navigating software platforms and learning new systems.
Be able to collect and document technical information clearly.
Bring a proactive, independent, and persistent approach to customer requests.
Have a personal computer with at least 8 GB of RAM.
Have a stable internet connection with at least 50 Mbps download and 40 Mbps upload.
Be based in the EU and willing to complete a criminal background check.
FinTech or financial software experience is a plus.
Experience with Azure DevOps, reproducing software bugs, or improving Zendesk workflows, macros, or automations is a plus.
Knowledge of SaaS environments and software releases is a plus.

Monitor and manage incoming tickets in Zendesk.
Provide first responses within agreed SLAs.
Collect issue details, including screenshots, software versions, reproduction steps, and expected versus actual results.
Perform basic troubleshooting and reproduce issues in testing environments.
Answer common questions using documentation and user guides.
Escalate complex issues to L2, QA, developers, or product teams and follow up until resolution.
Coordinate change and feature requests with internal teams and keep customers informed about request progress.
Create and track bug tickets in Azure DevOps.
Suggest improvements to support workflows and Zendesk processes.

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