Position: Support and Help Desk Specialist
Company: Artelogic
Category: Support
Experience required: 2y
English level: upper
Published: 2022-11-01T00:00:00+02:00

Our client is a leading Innovation & Idea Management Software Company looking for a Customer Support Specialist to join a global support team and work on a product serving over a hundred thousand users within the company’s global enterprise customer base.

Requirements:
Excellent English (both written and spoken) and strong communication skills
Proven working experience in enterprise technical positions
Excellent troubleshooting and problem-solving skills
Customer Service orientation
Works independently and as a team player
Ability for multi-tasking and work under pressure
Self-motivated, with a sense of urgency and efficiency and a strong work ethic
Willingness to work long hours

Would give an advantage:
Experience as a support engineer in a SaaS company
Understanding of SQL
Additional spoken language other than English (Priority to French or German)

Responsibilities:
Acting as the main POC (point of contact) for all production customers tickets re our product, including bugs, queries and request for changes
Respond within documented SLA to support tickets generated by our customers’ main POCs
Research, troubleshoot and diagnose the reported ticket, and identify the issue urgency and type
Where possible, provide solutions to resolve basic and complex technical issues
Where needed, follow company procedures for proper escalation of unresolved issues to the appropriate internal teams (R&D, professional services, DevOps, customer success, product etc.)
Follow-up and ensure proper recording and closure of all tickets
Provide prompt and accurate feedback to both our customers and internal stakeholders
Document activities and update the knowledge base (articles, videos, interactive help pop ups etc.) with English content creation
Supporting various product and customer onboarding tasks

What we offer:
A fast-growing team environment where you can take on responsibility from the very beginning and leave your footprint starting at day one
Get insights into all areas of software development using cutting edge technologies
Work closely with the decision-makers
Work together with a team that is passionate about technology
Laptop and operating system of your choice
Close collaboration and direct feedback from leading brands, agencies, and other start-ups
18 days of paid vacation and 7 paid sick leaves
Corporate lessons of English
Support in preparation, as well as full reimbursement of professional certifications
Possibility to become a mentor in our corporate university
Highly transparent processes towards compensation reviews and promotions
Exposure to a rapidly growing, dynamic, and uniquely global industry
Becoming part of the team that has been multiple times recognized among Top Software Development Companies according to Clutch