Product Support Specialist - EMEA
New
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SwapcardEvent technology
Listing location: Lagos / Algiers / Athens / Istanbul / riga / Talinn / Tunis / Valletta / Vilnius / Warsaw / Zagreb; Workplace type: RemoteContractJunior
Salary not disclosed
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Job Details
- Experience
- 1-2 years of technical support experience
- Required Skills
- HTMLCSSJavascriptJiraSlackNotionTroubleshootingTechnical support
Requirements
- Have previous experience working in a troubleshooting environment.
- Have 1–2 years of technical support experience.
- Have a solid understanding of technology fundamentals and modern tools, including Slack, Notion, Intercom, JIRA, and Gainsight.
- Understand web technologies and concepts, including HTML, CSS, JavaScript, and APIs.
- Be able to troubleshoot and use available resources to answer questions on baseline topics.
- Demonstrate a strong customer focus and enjoy helping customers.
- Be able to receive and act on feedback.
- Communicate clearly, including questioning, clarifying, empathizing, and using an appropriate tone.
- Be comfortable with a support environment that experiments with workflows and automation to improve efficiency.
- Demonstrate problem-solving skills, critical thinking, and the ability to learn on the fly.
- Have demonstrated success working with KPIs or other metrics or quotas.
Responsibilities
- Communicate with customers through Intercom conversations and occasional video calls.
- Own customer communications and issues from initial contact through resolution or escalation to the appropriate subject matter expert.
- Build knowledge of how Swapcard works and its capabilities across user types and plans.
- Work with the Success team to help ensure customers have a positive experience with the platform.
- Work directly with Product teams to identify issues and synthesize customer feedback into informed opinions on potential solutions.
- Identify gaps in Help Center content and record knowledge.
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