Technical Support Representative - EMEA
New
F
FoundantSaaS support
Source API remote eligibility restrictions: IrelandFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 1–2 years of experience in a customer-facing technical support, or SaaS support role.
- Required Skills
- SQLHTMLCSSJavascriptZendeskData analytics
Requirements
- Bachelor’s degree in Technology, Engineering, Sciences, Mathematics, or another STEM field.
- 1–2 years of experience in customer-facing technical support or SaaS support.
- Strong written and verbal communication skills, including explaining technical concepts to non-technical users.
- Ability to learn new software platforms quickly.
- Troubleshooting skills, including isolating problems, testing hypotheses, and documenting findings.
- Organizational skills and attention to detail when managing concurrent tickets.
- Comfort working in a metric-driven environment.
- Basic understanding of cloud and SaaS terminology.
- Fundamental knowledge of databases and SQL, including reading basic queries and understanding table relationships.
- Understanding of data types, field mappings, and how data is stored and retrieved.
- Basic HTML/CSS knowledge and familiarity with JavaScript fundamentals.
- Understanding of workflow automation concepts, including conditional logic, triggers, and actions.
- Familiarity with integrations and SSO, including SMTP, SFTP, API connections, and authentication methods.
- Ability to interpret reports and data visualizations and assist with reporting troubleshooting and configuration.
Responsibilities
- Respond to and triage inbound support tickets, diagnosing issues and prioritizing them by severity and SLA.
- Troubleshoot SmartSimple configuration, workflow, and reporting issues, resolving them independently where possible.
- Escalate complex or unresolved issues to Subject Matter Experts and document steps already taken.
- Maintain accurate ticket notes and status updates in Zendesk to support KPI reporting and knowledge continuity.
- Test fixes provided by Engineering and incorporate them into client systems.
- Help clients adopt new platform features through upgrades, configuration changes, training, and documentation.
- Facilitate relationships across client success, internal teams, and departments.
- Contribute to support process improvement and participate in team huddles, training, and knowledge sharing.
- Meet individual and team KPIs for ticket volume, response time, and customer satisfaction.
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