Technical Support Representative

Role Overview

• Act as the first point of contact on the customer journey, supporting customers through Zendesk tickets and over the phone as needed.
• Consult and guide customers through diagnostic and troubleshooting processes, to determine steps and procedures taken to identify and resolve the problem.
• Troubleshoot, identify, resolve and/or report all technical issues on customers’ behalf in a timely fashion.
• Give accurate advice and guidance to the customers and resolve their inquiries on a one and done basis where possible.
• Help customers accelerate their adoption of Dozuki through documentation conversion projects.
• Provide tone-neutral customer feedback about the product features to the Manager and the Product team.
• Accept and document constructive criticism and customer feedback regarding their experience with Dozuki’s product.
• Take part in triage meetings with Engineering and Product teams to analyze and present product issues and advocate for the customers.
• Maintain in-depth knowledge of all existing and new product features.
• Provide timely and accurate technical assistance to Customer Success, Sales and other internal teams, ensuring minimal downtime and disruption to their workflow.
• Create and maintain comprehensive documentation and self-help resources to empower internal teams to troubleshoot common technical issues independently.
• Display flexibility and adaptability in a fast-paced environment, adjusting priorities and tasks based on changing business needs.
• Perform other related duties as assigned.

Requirements

• Minimum of 2 years of experience in Technical Support, preferably within SaaS environments.
• Understanding of how to use Postman to make API calls.
• Some familiarity with issue tracking and workflow management tools (i.e. JIRA, Product Board).
• Familiarity with creating Power BI dashboards and understanding Data ETL processes.
• Strong written and verbal communication skills.
• Excellent customer service and interpersonal skills, capable of engaging effectively with both technical and non-technical users.
• Attention to detail, ability to think creatively and solve complex technical issues, highly-driven and self-motivated.
• The ability to work collaboratively across teams, contributing positively to team dynamics and company culture.
• This role requires working a Tuesday
• Saturday schedule (Central European Time), with weekly or bi-weekly rotation between shifts (9:00
• 17:00 and 13:00 – 21:00).

Tech Stack

• ETL

Benefits

• Competitive salary and performance-based bonuses.
• Opportunities for professional development and growth.
• A collaborative and supportive work environment.
• Remote-friendly environment.
• Home office set-up stipend.
• Annual Wellness Bonus.
• Life Event Bonus.