Original job description
We are looking for a Technical Support Specialist to join our Customer Success team and provide technical support throughout the customer journey. In this role, you will assist clients during implementation, troubleshoot technical issues, support software integrations, and work closely with Product, Engineering, and QA teams to ensure a seamless customer experience. You will also contribute to improving our support processes and documentation while helping clients successfully adopt our platform.
Key Responsibilities:
Client Support During Implementation:
Collect and assess technical issues from newly signed clients to ensure a smooth and efficient onboarding process;
Lead troubleshooting meetings and provide real-time technical support via Google Meet, phone calls, and recorded training materials;
Ensure timely resolution of implementation-related technical issues.
Technical Support & Client Assistance:
Act as the first point of contact for clients experiencing technical issues;
Manage client requests via email, phone, live chat, and CRM systems;
Diagnose and troubleshoot technical problems, escalating complex cases to developers when necessary;
Create and manage bug reports using CRM platforms such as Jira, Pipedrive, or similar systems;
Collaborate closely with the QA team to reproduce, investigate, and resolve reported issues.
Ongoing Client Success & Engagement:
Proactively follow up with clients to ensure continued platform usage and address potential issues;
Assist in creating and maintaining user guides, FAQs, and other training materials to improve client self-service.
Requirements:
Technical & Industry Experience:
Experience in the IT industry (client onboarding, technical support, or customer success in a B2B SaaS environment);
Strong technical troubleshooting skills and the ability to explain complex concepts to non-technical users;
Familiarity with CRM platforms such as Pipedrive, Jira, Zendesk, or similar systems is preferred.
Communication & Training Skills:
Excellent English communication skills (C1 or higher), both written and verbal;
Strong presentation and training skills, with the ability to conduct client sessions via Google Meet or phone.
Professionalism & Organization:
Highly organized and self-motivated, capable of handling multiple tasks and shifting priorities;
Customer-focused approach with a commitment to providing excellent service.
What We Offer
Fully remote work;
Work time from 16:00 to 00:00 (Kyiv time).
An opportunity to significantly influence the direction of the company;
Steep learning curve and personal growth opportunities;
Access to courses and training;
Corporate English language trainingж
10 days paid vacation;
Competitive salary;
Work in a green industry.
