Technical Customer Experience Specialist

MOST

Contract type

Ongoing

Work mode

Remote · European Union

Experience

3 years

Job description

A Technical Customer Experience Specialist role providing online technical support to customers of a digital platform, owning support requests from first contact through investigation, resolution and follow-up. The role works closely with technical, product and operational teams to resolve issues and improve the customer experience.

At a glance

Work mode: Remote · European Union
Languages: English – fluent

What you'll do

Provide professional technical support to customers through online support channels including ticketing systems and email.
Investigate and troubleshoot technical and application-related issues reported by customers.
Take ownership of support tickets and manage them through to resolution.
Gather relevant information, logs, screenshots and other diagnostic information to help identify the cause of technical issues.
Reproduce reported problems and distinguish between user, configuration, connectivity and software-related issues.
Resolve issues directly where possible and escalate more complex problems to engineering or other specialist teams.
Clearly document issues, investigation steps, findings and resolutions within the support platform.
Keep customers informed of progress, particularly when an issue requires escalation or additional investigation.
Prioritise support requests according to severity, customer impact and agreed service levels.
Monitor outstanding support requests and ensure appropriate follow-up.
Identify recurring issues and work with product and engineering teams to address underlying causes.
Create and maintain FAQs, troubleshooting guides, knowledge-base articles and other customer support documentation.
Provide feedback to Product and Engineering teams based on customer issues and recurring support trends.
Assist with customer onboarding, configuration and implementation where required.
Contribute to improving support processes, tools, reporting and overall customer experience.

What we're looking for

Previous experience in a technical support or service desk role.
Strong troubleshooting and problem-solving skills.
Comfortable working with web-based applications and digital platforms.
Ability to investigate technical issues logically and methodically.
Excellent written and spoken English.
Strong customer communication skills, including the ability to explain technical issues clearly to non-technical users.
Experience working with ticketing or customer support systems.
Ability to manage multiple support requests and prioritise effectively.
Strong attention to detail and documentation skills.
Comfortable working remotely and collaborating with colleagues across different countries and time zones.
Based within the European Union with the right to work in the country of employment.

Nice to have

SaaS or cloud-based platforms
APIs and system integrations
REST APIs and tools such as Postman
Reading and interpreting application or system logs
Basic SQL or database querying
JSON and other common data formats
Mobile applications, including Android and iOS
Payment or transaction-processing systems
AWS or other cloud environments
Jira, Zendesk, Freshdesk, Intercom or similar platforms
Monitoring and diagnostic tools
Working with software development or engineering teams
Supporting enterprise or B2B customers

Benefits

Opportunity to work within a growing international digital business.
Remote and flexible working environment.
Exposure to modern digital and cloud technologies.
Direct interaction with international customers and partners.
Close collaboration with Product and Engineering teams.
Opportunities to develop deeper technical, product and customer-success expertise.
A role where you can directly influence how our support function and customer experience develop.
Fully subsidized Health Insurance
Employer Pension Contribution
25 Days Annual Leave per year

Save

About the company

A growing international digital business.