Technical Support Specialist

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.

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.

• • Fully remote work.
  • Work schedule: 9:00 AM – 5:00 PM (GMT-5)
  • Paid vacation (10 days).
  • 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 training.
  • Competitive salary.
  • Growth opportunities