Technical Support Specialist

Accountabilities:

The Technical Support Specialist will serve as a key point of contact for customers and partners, ensuring timely issue resolution and delivering high-quality technical support across multiple channels.

• Provide technical support through tickets, chat, email, and virtual meetings, ensuring excellent customer experiences.


• Troubleshoot and resolve issues related to APIs, integrations, and messaging platform functionalities.


• Collaborate with second-level support teams to identify root causes and implement effective solutions.


• Guide customers and partners through platform features, onboarding processes, and best practices within the business messaging ecosystem.


• Work closely with internal commercial and onboarding teams to ensure smooth customer journeys and successful implementations.


• Communicate with external platform representatives when required to escalate or resolve complex technical issues.


• Maintain accurate documentation of support cases, resolutions, and recurring issues to improve operational efficiency.


• Contribute to process improvements and help identify opportunities to enhance support quality and customer satisfaction.

Requirements

The ideal candidate combines strong technical knowledge with customer-centric communication skills and a passion for solving complex problems.

• 3 to 4 years of experience in technical support, customer support, or related roles.


• Degree in Computer Science, Information Technology, Engineering, or a related field.


• Strong understanding of web technologies, including HTML, JavaScript, CSS, and APIs.


• Hands-on experience working with REST APIs and Webhooks.


• Solid knowledge of technical fundamentals and experience using helpdesk or ticketing systems.


• Professional proficiency in English (C1 level or above) and fluency in at least one additional language.


• Excellent troubleshooting and analytical problem-solving skills.


• Strong communication and interpersonal abilities, including active listening and customer empathy.


• Proven ability to manage multiple priorities effectively in fast-paced environments while maintaining attention to detail.


• Interest in developing expertise within more advanced technical support environments.

Nice to have:

• Experience with WhatsApp Business API or Meta Graph API.


• Programming knowledge in SQL, JavaScript, Python, React, or similar technologies.


• Familiarity with monitoring and observability tools such as Grafana.


• Previous people management experience.


• Additional language capabilities.

Benefits:

• Fully remote, contract-based opportunity with the flexibility to work from anywhere.


• Competitive annual compensation ranging from €20,000 to €30,000, depending on experience and qualifications.


• Opportunity to work within an innovative and rapidly evolving business messaging industry.


• Collaboration with experienced professionals and technology experts in an international environment.


• Continuous learning opportunities and exposure to modern communication technologies.


• Dynamic, entrepreneurial culture with significant autonomy and ownership.


• Supportive environment that encourages professional growth and knowledge sharing.

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