Technical Support Specialist – Troubleshooting & Escalations

Jobtiger; Polska; Hybrid; PLN 90,000 - 130,000; Full time

Job summary

Jobtiger in Poland is seeking a technical customer support specialist to handle inquiries via email, chat and voice, troubleshoot product issues, reproduce bugs with logs, and escalate complex problems to engineering.

The role focuses on delivering high support standards while meeting KPIs for response time, resolution time, quality and customer satisfaction, and collaborating with cross-functional teams to improve the product experience.

Qualifications

• Handling technical customer inquiries via email, chat and voice.
• Investigating and troubleshooting product-related issues, including deliverability, automations, workflows, and analytics.
• Reproducing bugs step by step with relevant information and logs for engineering.
• Escalating complex technical issues to engineers and tracking resolutions.
• Maintaining high support standards while meeting KPIs for response/resolution time, quality and CSAT.

Responsibilities

• Handling and resolving technical customer inquiries via email, chat, and voice.
• Investigating and troubleshooting product-related issues, including email deliverability, automations, workflows, and analytics
• Reproducing bugs step by step, gathering relevant technical information and logs, and preparing clear cases for engineering teams
• Escalating complex technical issues to engineers and following cases through to resolution
• Maintaining high support standards while meeting key performance indicators related to response time, resolution time, quality, and customer satisfaction

Job description

Jobtiger in Poland is seeking a technical customer support specialist to handle inquiries via email, chat and voice, troubleshoot product issues, reproduce bugs with logs, and escalate complex problems to engineering.

The role focuses on delivering high support standards while meeting KPIs for response time, resolution time, quality and customer satisfaction, and collaborating with cross-functional teams to improve the product experience.