L2 Technical Customer Support Specialist

Summary

Join our team as a Technical Customer Support Specialist and provide timely and effective guidance to our customers. You will be the voice of our clients, advocating for their needs and ensuring their feedback improves our products and services. Your responsibilities include being a product expert, educating new customers, responding to client queries through various channels, and escalating support cases when necessary. We are looking for someone with 2+ years of B2B client-facing experience, proficiency in English (C1), experience with Intercom and Zendesk, strong analytical skills, and excellent problem-solving abilities. A plus would be experience with UK, US, and European customers, basic business and financial process understanding, and knowledge of Spanish, French, or German. We offer a fully remote position with EST working hours, competitive compensation, a friendly management team, opportunities to work with international companies, and a flexible paid time-off policy.

Requirements

• 2+ years of experience in B2B client-facing roles
• Proficiency in written and spoken English (C1)
• Experience working with Intercom and Zendesk
• Deep analytical thinking with root cause analysis abilities
• Tech savvy, detail-oriented approach and excellent problem-solving skills
• Professional and empathetic communication

Responsibilities

• Being a product expert who provides top-notch customer support and comes up with efficient solutions for any issue
• Educating new customers about the product and services
• Responding to clients' queries via chats, emails, video conferences and phone calls
• Analyzing support cases and escalating them to the responsible teams when needed

Preferred Qualifications

• Previous experience working with customers from the UK, US, and Europe
• Basic understanding of business and financial processes
• Knowledge of Spanish, French or German is a plus
• Adaptability and flexibility

Benefits

• Fully remote, EST working hours
• Competitive compensation in USD
• Friendly management interested in long-term collaboration, ownership-based culture
• Opportunity to work with international companies in various industries
• Flexible paid time-off policy