Customer Care Specialist II providing customer service in order capture at Acuity Inc. Seeking to strengthen customer relationships to exceed their requirements and expectations.
About the role
- Application Support Specialist resolving complex technical incidents for beqom's SaaS solutions. Collaborating internationally to ensure service reliability and support development.
Responsibilities
- Investigate escalated incidents using logs, SQL queries, and diagnostic tools.
- Provide effective workarounds to restore service quickly.
- Develop permanent fixes and implement improvements to prevent recurrence.
- Identify underlying problems behind recurring incidents.
- Conduct and document structured RCAs for critical or repeated issues.
- Manage the lifecycle of problems until permanent resolution is achieved.
- Work closely with System Support Managers, DBAs, and L3/L4 teams.
- Prepare clear and detailed technical escalations for complex bugs or architectural issues.
- Validate fixes thoroughly in staging/UAT environments to ensure reliability.
- Create automated tests (unit/integration) to prevent regressions.
- Support and mentor L1 teams with training, documentation, and technical guidance.
Requirements
- Fluent English (written and spoken).
- Strong SQL expertise and ability to write complex queries.
- Excellent analytical and problem-solving skills with a structured approach.
- Experience working with application logs, diagnostic tools, and complex system environments.
- Strong communication skills with the ability to document and explain technical issues clearly.
- Nice to have French language skills (significant advantage).
- Familiarity with AI tools.
- Knowledge of ITIL processes (Incident, Problem, Change).
- Willingness to work in shifts if required.
Benefits
- Autonomy is our default - your campaigns, your impact.
- Drive meaningful growth. Be the engine behind pipeline success for a growing SaaS company.
- Experiment with the new. From AI to emerging ad platforms, you’ll have room to test and learn.
- Collaborate with a diverse, international team across Europe and the US.
- Be part of a company that’s redefining how global enterprises think about compensation.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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