Support Engineer at Zinc providing tech support for user issues. Collaborating with Customer Success and Engineering teams to resolve bugs and improve processes.
About the role
- Technical Support Specialist addressing product-related questions and customer queries for OfficeRnD SaaS platform. Collaborating with cross-functional teams to resolve technical issues and enhance customer experience.
Responsibilities
- Address customer queries over email, chat, phone, and remote sessions in a timely and professional manner;
- Research reported problems, work together with the Development and QA teams to isolate and confirm bug reports, and log them in the backlog.
- Use Postman, HTML, and CSS to investigate and implement customer requests.
- Capture customer feedback and feature requests, communicate them clearly with the product management team, and add them to the backlog.
- Collaborate with members of different teams across the organization to exchange knowledge, provide valuable feedback, and direct the growth of our product and services.
- Build a relationship with the clients, anticipating their needs and proactively attending to their issues before they occur.
- Understand the key business drivers and use this understanding to accomplish your work and contribute to the team’s efforts to achieve our business goals.
- Being an expert and point of contact for questions around the OfficeRnD Product integrations, such as Door Access, Payment Gateways, and Accounting integrations.
Requirements
- 2+ years of relevant experience in a technical support position;
- A bachelor’s degree in computer science or a related technology field is preferred.
- Comfortable working in and assisting others through help desk software, such as Intercom, as well as with remote access desktop programs.
- Thorough understanding of support processes, such as ticket prioritization, assignment, and escalation.
- Strong problem-solving and troubleshooting skills.
- Proven customer-focused mindset.
- Strong communication skills with fluency in written and spoken English.
- Eagerness to dive into technical issues and understand our platform inside and out.
- Knowledge of HTML, CSS, and/or REST requests is considered a plus.
- Experience with accounting, CRM tools, or email domains is considered a plus.
Benefits
- Premium health insurance incl. dental.
- 25 days off a year.
- 1 additional day off for your birthday.
- 3 days off for volunteering.
- Full remuneration of your first 3 days of sick leave.
- A combination of remote and on-site (a minimum of 40% of the monthly working time).
- A fantastic work-hard/play-hard start-up environment - we have numerous social events and team outings.
- Take part in many sports activities and enjoy a co-funded MultiSport card.
- Opportunity to work in Bulgaria’s top tech incubator/coworking space - Campus X.
Job title
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