Technical Support Specialist

Role overview Help customers resolve technical issues with software products and services, including complex cases escalated from front-line support. The work combines customer communication and problem investigation with reviewing service data and improving the information and processes customers rely on.

Responsibilities - Respond to customer requests and investigate issues that need deeper technical support. - Analyze service statistics and other data to assess customer support performance. - Prepare clear written information for customers using relevant software tools. - Write reports on service results and identify areas for improvement. - Develop procedures for customer feedback and complaints.

Requirements - Upper-intermediate English or stronger. - Basic understanding of software development processes and computer networks, including internal and external networks. - Familiarity with networking concepts such as port forwarding. - Strong computer literacy, communication skills, and accountability. - Logical, creative problem-solving skills and flexibility when priorities or conditions change.

Nice to have - Previous customer service experience.

Benefits and work setup - Flexible scheduling, with stated working hours of 10:30–19:30 Ukraine time, including a lunch break. - 21 days of annual leave and five paid sick days. - The role description also mentions competitive compensation, opportunities for personal development, and a friendly working environment.