User Technical Support Specialist (m/f/d)

Speexx, a leading provider of award-winning cloud-based online people development solutions for a global workplace, is seeking a User Success | Technical Support Specialist (m/f/d) to join our fast-growing team. As one of the top 10 fastest-growing start ups in Europe, Speexx is dedicated to driving productivity by empowering and developing professionals internationally. We are looking for a talented and motivated individual who can provide technical support on a freelance basis and ensure user success in our cutting-edge software solutions.

The User Technical Support Specialist will play a critical role in assisting users in maximizing the value of Speexx's online solutions. The successful candidate will have strong technical skills and will work closely with the customer success and product teams to troubleshoot and resolve user issues. This is an excellent opportunity for someone who enjoys working with technology and has a passion for providing exceptional customer support.

Responsibilities

• Provide help and technical support to end-users of a B2B SaaS solution via Intercom.
• Ensure timely resolution of user issues, escalating when necessary.
• Develop and maintain a deep understanding of the SaaS product and its features.
• Analyse user issues to identify patterns and common pain points.
• Collaborate with Product Development to address and resolve technical challenges.
• Document troubleshooting procedures and technical solutions for the knowledge base.
• Assist in optimizing the use of Intercom for technical support.
• Participate in the onboarding and training of new technical support staff.
• Report on support metrics and user feedback.

Requirements

SOFT SKILLS & COMPETENCIES
• Strong problem-solving skills with a user-centric approach.
• Excellent communication skills across various mediums.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Ability to take initiative and collaborate
• Proficiency in Italian and English.

TECH KNOW-HOW
• Proficient with Intercom and other chat support tools.

• Knowledge in real-time communications (RTC).
• Familiarity with SaaS products and admin tools.
• Proficient in MS Office.
• Basic knowledge of troubleshooting techniques and software debugging.

Benefits

• Be part of an international team!
• 100% remote and 100% autonomy over your work schedule
• Continued opportunities for professional development
• FREE language courses for you, and discounts for family and friends!
• Paid initial and future training

Last updated on Aug 1, 2024