Technical Support Analyst

What you will be doing:

We're currently hiring for a Technical Support Analyst to join our Support team in Cluj- Napoca. You'll be charged with responding to cases created by customers and working with internal teams to drive the case to resolution. We need a customer-focused individual who gets excited about technology and loves engaging with people. You will be answering support queries primarily via email, but also be holding calls with our clients to help resolve their concerns and educate them on our products.

You will be the voice of the customer throughout the company and will aid our Customer Success teams in delivering a five-star experience to our clients.

As a Technical Support Analyst, you will:

• Respond to customer queries in a timely and accurate way, primarily via email or web conference
• Work with internal teams around customer issues such as product defects
• Share feature requests and effective workarounds with team members
• Follow up with customers to ensure their technical issues are resolved
• Work with internal stakeholders to improve the Customer Experience in using and adopting new features within the product
• Identify knowledge gaps and enhance internal troubleshooting documentation
• Availability to work the US shift: 19:00 - 04:00, Mon-Fri.

About you:

Technical Support Analyst responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

As a Technical Support Analyst, you will have:

• 2-3 years of experience working in a Customer Support role in SaaS
• Experience using help desk software and remote support tools such as Zendesk
• Proven experience using Restul APIs, Postman, Git, MySQL, or equivalent database
• Demonstrated expertise in utilising console logs and network diagnostic tools to troubleshoot and resolve customer issues related to their local machine configurations
• AWS & GCP experience
• Have excellent English communication; both written and verbal
• Have patience when handling tough cases and remain calm under pressure
• Be a detail-oriented person

Nice to haves:

• Familiarity with our industry is a plus
• Have experience working with hybrid-style working
• Experience with Python

What’s in for you?

• Competitive salary aligned to your skills and experience
• Equity as we want you to have a part of what we are building
• Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best
• Hybrid working- We want you to strike a balance and be where you do your best work. You will work with your manager to agree on what is best for you and your team
• You will also get an annual budget to kit out your home office
• Opportunity to work on innovative projects with smart-minded people keen to share their knowledge and continuously improve
• Annual learning budget to drive your performance and career development
• Meal Vouchers 35 RON/ Day
• Access to an Employee Assistance Programme (Atlas)
• Medical Insurance
• 7Card Subscription (upon request)