Technical Support Specialist

We are looking for a dedicated Technical Support Specialist to help support existing and future Movilitas.Cloud customers. The Movilitas.Cloud platform delivers specific applications and APIs for the pharmaceutical industry and will be extended to different environments within the supply chain network. As a Technical Support Specialist, you will assist customers with common system setup, configuration, and troubleshooting tasks associated with the Movilitas.Cloud platform.

 

Responsibilities

Respond to customer support inquiries via email, phone, and chat

Record inquiries as tickets in the Support Management System (Freshdesk)

Classify inquiries as incidents, requests, changes, and problems

Support, troubleshoot, and resolve common end-user issues, including password resets and system configuration settings

Analyze logs and database records to find solutions

Document solutions, maintain the support Knowledge Base and actively propose improvements that will resolve repeated issues

Maintain clear, concise, and frequent communication with the customer throughout the support ticket lifecycle

Collaborate with the software development team to resolve technical challenges and improve overall customer experience

Perform testing of new features and proofread updated user documentation

 

Education and Experience

High school diploma with experience with software support, or

A recent graduate from technical university with IT background

Any additional experience that matches the responsibilities is considered an advantage

 

Basic Qualifications

Ability to quickly and effectively address customer service inquiries

Ability to rapidly learn and retain new information

Excellent English writing and speaking skills

Hands-on experience with any database system

Ability to function well in a high-paced team environment

 

Desired Skills

Prior experience in a technical customer service or support role

Prior experience supporting SaaS-based systems

Experience with MongoDB

Understanding how SaaS and APIs work