What you’ll do:

As a Technical Support Specialist, you’ll play a key role in delivering an exceptional customer experience by resolving issues efficiently and driving product knowledge. You’ll work closely with our global customer base and internal teams to ensure customer success.

• Provide T1/2 technical support to customers and internal teams.
• Investigate and troubleshoot complex customer issues while being responsible for following up, providing resolution, and verifying customer satisfaction.
• Support customers via Online chat, our internal helpdesk system, and meetings.
• Continue to build and improve upon the existing Technical Support processes and help advance Tier 2 support’s impact on the organization.
• Maintain and update our internal Knowledge Base, a repository of informative articles about our product and best practices.

Requirements:

• At least 3 years of experience in supporting B2B customers as a tier 1/2 support specialist in Saas companies, serving multiple customers
• Knowledge in the areas of medical devices, regulations, ALM systems, QMS software, and compliance is a huge advantage.
• Experience in serving global customers in Europe and US, 
• Customer-centric mindset - you need to love to work with people and help them solve their issues.
• Excellent English communication skills, both written and verbal - a must.
• Experience working with customer service tools such as Intercom, Zendsk, etc.
• Experience in integrating with other products and troubleshooting API and product connectors - advantage
• Ability to work well under pressure while maintaining a positive attitude.
• Ability to deal with complex Admin configurations such as access control, electronic forms, workflows, etc.