Service Support Specialist
$25,000–$35,000 year
RemotePoland or Bulgaria
Poland or BulgariaRemoteFull Time$25,000–$35,000 yearBachelors DegreeMedium
Full TimeBachelors DegreeMedium
Job Summary
Perform ticket audits and deliver hands-on support for complex API and ETL troubleshooting during LATAM business hours (17:00 – 01:00 Local Time). Actively own and resolve complex customer cases via email and video calls by deep-diving into product usage, operational matters, and technical integrations. Share best practices with agents to improve their approach, analyze usage patterns to maximize product adoption, and identify recurring trends to refine help documentation and validate AI-powered support tools. This full-time night shift role is based remotely in Bulgaria or Poland.
Required Qualifications
- Service Support Specialist (Night Shift)
- LATAM business hours (17:00 – 01:00 Local Time)
- Full-time night shift position
- Remote work
- Bulgaria or Poland location
- Technical expert capability
- Ticket audits
- Hands-on support for complex API and ETL troubleshooting
- Resolve complex customer cases via email and video calls
- Deep-dive into product usage, operational matters, and technical integrations (APIs)
- Act as a solution partner for clients
- Analyse usage patterns
- Help clients maximise product adoption
- Identify recurring trends during the night shift
- Refine help documentation
- Validate the accuracy of AI-powered support tools
- Previous experience in a 2nd line B2B support role within a SaaS product company
- Consultative mindset with genuine empathy
- Outstanding written and verbal communication skills
- Ability to build trust and rapport
- Strong proficiency in English
- Experience with support ticketing systems such as Zendesk
- Excellent prioritisation and multitasking skills
- Ability to manage real-time workloads effectively
Desired Qualifications
- Exposure to web technologies and related stacks (API, ETL, SQL)
- Confidence troubleshooting technical integrations
- Experience with ETL / data analytics platforms
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