Deliver remote technical support for software products, assisting both technical and non-technical users by diagnosing, troubleshooting, and resolving complex software and networked system issues while maintaining high service standards and SLA compliance.
Responsibilities
- Execute basic SQL queries using SQL tools and applications
- Address client inquiries, technical problems, and work requests on a daily basis
- Build deep knowledge of product offerings and proactively share expertise with customers
- Collaborate with senior team members to investigate and resolve customer incidents
- Possess or develop the capability to effectively perform all duties of the Application Analyst role
- Follow defined processes for ticket creation, categorization, updates, escalations, transitions, and closures
- Ensure precise documentation and coding of tickets to support accurate reporting and historical tracking
- Monitor open tickets, communicate with customers, and update ticket status promptly
- Deliver timely support during assigned shifts, including early, late, on-call, or as directed by management
- Complete all assigned daily tasks and project work
- Record time entries each day
- Keep accurate logs of all activities and customer interactions in Salesforce
- Respond to clients within established service level agreements
- Notify management of critical issues related to staff, performance, client feedback, or project progress
- Collaborate with team members to maintain high-quality service delivery
Requirements
- Experience in customer support roles
- Client-oriented mindset with understanding of client expectations
- Direct experience serving as a primary or lead contact for clients via phone and email
- Proven ability to troubleshoot complex technical problems
- Familiarity with SQL and Windows platforms
- Ability to run basic SQL queries using SQL tools and applications
- Experience following procedures for ticket creation, categorization, updating, escalation, transition, and resolution
- Track record of monitoring assigned tickets, contacting customers, and providing timely updates
- History of providing responsive client support during scheduled shifts, including early, late, on-call, or as assigned
- Consistent completion of daily tasks and projects
- Daily time tracking experience
- Experience maintaining accurate records of activities and interactions in Salesforce
- Demonstrated ability to meet SLA response times
- Application Management experience
- Database Management experience
- Project Management experience
- Requirements Gathering experience
- Software Development experience
- Familiarity with the Software Development Life Cycle (SDLC)
- Proficiency in Structured Query Language (SQL)
- Experience with System Implementations
- Systems Analysis skills
- Technical Support background
Tech Stack
SQL, Windows, Salesforce
Benefits
- Comprehensive health, dental, and vision insurance plans
- Parental leave available for primary and secondary caregivers
- Flexible work arrangements
- Two week-long company-wide breaks annually
- Additional time off benefits
- Long-term incentive program
- Training investment program
Compensation
Competitive base salary ranging from 82,000 to 122,000 PLN per year. Includes long-term incentives and an annual performance bonus.
Work Arrangement
Fully remote with global coverage; rotational shifts including nights, weekends, and public holidays based on a published schedule.
Team
Reports to the Manager of Product Support; collaborates with senior team members and other support teams or verticals.
- Colleagues inspire one another
- Employees are empowered to be authentic
- Workplace embraces diverse skills and life experiences
- Differences are celebrated
- Commitment to core company values
Additional Information
- Work hours follow a rotational shift schedule, including nights, weekends, and public holidays
- Shift rotations are based on a pre-published schedule
- Approximately 10% travel is required
- Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status
- The company maintains a commitment to fair, competitive, and equitable compensation practices
- Hiring is typically not at the top of the salary range to allow for future salary growth
