Issue management - handling incoming customer requests by triaging and ensuring timely resolution. You will need to identify, analyse, and document trends in customer issues, including the systematic identification and reproduction of bugs for the product development teams which will involve a rotating weekend on-call.
Skilled in identifying and resolving common API errors, including interpreting logs and working with technical teams to diagnose integration, UI, bug related issues etc.
Customer interaction and brand representation - creating positive customer experiences, you will be a dedicated brand ambassador, by promptly and effectively resolving a variety of enquiries through considerate and personalised responses.
Collaboration and communication - contributing to product development by testing new features and bug fixes, while proactively surfacing valuable customer feedback for ongoing improvements. Facilitate seamless support issue handoffs across different regions and time zones.
Knowledge management and documentation - enhancing customer support through the creation of comprehensive knowledge articles. Leverage insights from customer interactions and feedback to continually improve and expand the knowledge base.
Continuous learning and skill enhancement - staying informed of product features and changes to provide accurate and up-to-date support so you can best assist our customers.

You are able to speak and write in English at a business level - confident in interacting with English speaking enterprise clients.

Hybrid — Greece

You will need to identify, analyse, and document trends in customer issues, including the systematic identification and reproduction of bugs for the product development teams which will involve a rotating weekend on-call.
You are able to speak and write in English at a business level - confident in interacting with English speaking enterprise clients.

Sedna is hiring an Application Support Specialist [L1]