Application Support Specialist

New

SupportYourAppFinTech software

Based in the EU, Monday–Friday, 9 AM–5 PM GMT+2Contract

Salary not disclosed

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Job Details

Have experience in customer support; 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 tech-savvy and confident navigating software platforms and learning new systems.
Be able to collect and clearly document technical information.
Bring a proactive, independent, and persistent approach, with strong ownership of customer requests.
Be based in the EU and willing to complete a criminal background check.
Have a personal computer with at least 8 GB of RAM and a stable internet connection with minimum speeds of 50 Mbps download and 40 Mbps upload.
Have excellent spoken and written English communication skills.

Monitor and manage incoming tickets in Zendesk.
Provide first responses within agreed SLAs.
Collect issue details, including screenshots, software versions, steps to reproduce, 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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