Technical Support Specialist

The HICX Supplier Management platform enables businesses with thousands of suppliers to efficiently onboard and manage the end-to-end lifecycle of all suppliers, and to find, reuse, and maintain supplier data and information across any spreadsheet, app, or system. High-quality supplier data is essential to digital transformation and the key to becoming the customer of choice for all suppliers.

The Role

ESSENTIAL RESPONSIBILITIES AND DUTIES:

• Review, triage, and respond to customer queries in a timely and accurate way, via the help desk tool or by email
• Identify customer needs and help customers use specific features
• Assist Level 2 support on periodic status calls with our customers
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Document customer-specific processes
• Follow up with customers to ensure their technical issues are resolved
• Maintain weekly reports on customer inquiries, responses, and feedback to develop customer service analytics and trends
• Gather customer feedback and share it with our Customer Success, Engineering, and Product Teams
• Must be based in Bucharest to undertake this position.

Requirements

• 5 years of experience in a Technical Support Specialist role, or business-savvy and confident recent STEM graduate (BSc in Information Technology or relevant diploma is a plus)
• Work experience in the software industry
• Ability to quickly analyze and understand complex technical issues and break them down into smaller work packages
• Experience using help desk software (JIRA), documentation tools (Confluence), and other remote support tools
• Excellent communication and problem-solving skills
• Patience when handling tough cases is a must
• Multi-tasking abilities
• Applicants must be willing to work on a shifting schedule to support clients across different time zones.
• SQL or PostGres skills is a plus

Benefits

ROW (Rest of the world):

• Work from anywhere in Romania – we are a fully remote company.
• Flexible PTO – We offer 25 days of paid holiday per year + 3 Public Holidays.
• We celebrate special occasions with you – like your birthday! Additional PTO for all employees during their birthdays.
• Receive Competitive Pay – Our team makes sure to provide a highly competitive rate based on your skills and location.
• Work with a diverse, international team.