SupportYourApp

(English C1) Application Support Specialist (EU, remote)

Brak informacji o wynagrodzeniu

NieokreśloneZdalnie·KrakówFull-time

#467451·Dodano 9 dni temu·11

Źródło: SupportYourApp

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Tech Stack / Keywords

ZendeskAzure DevOpsSaaSSLAs

Podsumowanie oferty

Support business clients using software for financial institutions, acting as a bridge between clients and technical teams. The role includes ticket handling, troubleshooting, issue escalation, and support-process improvements using Zendesk and Azure DevOps.

Wymagania

Excellent spoken and written English communication skills.
Experience in customer support; B2B SaaS or software support experience is preferred and customer support experience is required.
Strong practical knowledge of Zendesk.
Familiarity with FinTech.
Understanding of ticket management, SLAs, escalation procedures, and support workflows.
Confidence navigating software platforms and learning new systems.
Ability to collect and document technical information clearly.
Proactive, independent, and persistent approach, with ownership of customer requests.
Personal computer with at least 8 GB of RAM and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

Nice to have:

FinTech or financial software experience.
General understanding of financial products and operations.
Experience with Azure DevOps.
Experience reproducing software bugs.
Experience improving Zendesk workflows, macros, or automations.
Knowledge of SaaS environments and software releases.

Obowiązki

Monitor and manage incoming tickets in Zendesk.
Provide first responses within agreed SLAs.
Collect issue details, including screenshots, software versions, reproduction steps, 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.
Keep customers informed about the progress of their requests.
Create and track bug tickets in Azure DevOps.
Suggest improvements to support workflows and Zendesk processes.

Benefity

Rewards for referring friends.

Premie

Inne informacje

Must be based in the EU; the role is fully remote within the EU.
Must be willing to complete a criminal background check.
Fixed schedule: Monday–Friday, 9 AM–5 PM GMT+2.

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