Technical Customer Support (B2B)

We are seeking a detail-oriented and enthusiastic Technical Customer Support (B2B) professional to join our IT team. In this role, you will play a crucial part in providing daily support to our clients and ensuring the smooth operation of the products we deliver.

Why join our team?

• Growth opportunities, a clear development plan, and an expert mentor to help you get started.
• Full training and peer-to-peer feedback every step of the way.
• Additional health insurance.
• Periodic internal presentations (e.g., technical, business, HR-related).
• Possibility of remote work (hybrid).
• Comfortable schedule: you can choose to start at 9:00 or 10:00 (Monday - Friday).
• Tasty days, a big selection of beverages & free breakfasts.
• Half a day off on your birthday.
• Gym compensation program.
• Regular team events and corporate traditions (e.g., birthday celebrations, Secret Santa, happy hour, and many others).

Key Responsibilities:

• Provide assistance to clients and partners through a dedicated support channel, ensuring prompt and professional communication.
• Manage support tickets by creating, monitoring, updating, and closing them in accordance with department policies and quality standards.
• Escalate tickets to higher support levels or relevant IT departments when necessary.
• Oversee escalated issues, ensuring they are properly documented and resolved while maintaining high-quality standards.
• Ensure adherence to SLA requirements and optimize ticket management performance.
• Continuously expand product knowledge by participating in technical sessions with the product and development teams.
• Engage in product testing to support debugging and issue resolution.

Requirements:

• English Proficiency: Minimum B2 level (written – advanced work proficiency).
• Experience: At least 1 year of hands-on experience in technical IT support (Tier 2).
• Technical Knowledge: Strong understanding of APIs and internet protocols.
• Problem-Solving Skills: Excellent analytical abilities with keen attention to detail.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment.
• Continuous Learning: Strong self-development skills and eagerness to learn.
• Preferred Skills: Experience with Jira and Kibana is a plus.
• If you are passionate about technology and customer support, we invite you to be part of our dynamic and innovative team!