Customer Support Specialist

Mize; United States; Remote; USD 60,000 - 85,000; Full time

Job summary

Mize is seeking a Customer Support Specialist to join our global tech-support team. You will troubleshoot complex issues, perform DB and log analyses, and collaborate with operations and R&D to maintain our flag product.

The role requires weekend shifts to support our global customers. You will work in a fast-paced environment, leveraging SQL and Zendesk to resolve issues, write technical notes, and ensure timely case resolution while communicating effectively with B2B clients in the travel

Qualifications

• 2+ years of experience in a software/tech support role.
• Proficient in SQL and English (written and spoken).
• Strong troubleshooting skills and ability to propose creative technical solutions.
• Ability to understand business flows and diagnose complex issues.
• Capable of meeting tight deadlines and self-prioritizing.
• Strong multitasking and teamwork skills.
• Experience with system log analysis.
• Experience with Zendesk and travel industry context.
• Experience supporting B2B clients.
• Spanish language proficiency.

Responsibilities

• Perform in-depth troubleshooting including DB analysis and log review to resolve escalated issues.
• Maintain low rate of escalations by providing efficient fixes.
• Create technical notes and procedures for the support team.
• Manage cases to meet service level agreements with regular updates.
• Collaborate with business teams across the company for ongoing support.

Skills

SQL

English

Troubleshooting

Flows understanding

Multi-tasking

Self-learning

Team player

Log analysis

Zendesk

Travel industry experience

B2B clients

Spanish

Tools

Zendesk

Job description

Описание: Description Mize provides AI-driven revenue infrastructure for travel companies. Our technology enhances every step of the booking cycle and every vertical you sell. By combining predictive algorithms, synthetic availability, dynamic liquidity and a powerful rules engine, Mize helps travel brands unlock new revenue, stabilize their margins and scale their operations. With 10 years in the industry, founded in 2016 and headquartered in Tel Aviv, Mize supports 350+ clients worldwide and has generated hundreds of millions in incremental profit for the travel industry. We are looking for a Customer Support Specialist that will be part of our global tech-support team, will work closely with our operations team on our flag product maintenance and daily operations while assisting the entire R&D team. Each member of our team is an all-around-player that influences the product from the overall experience to the development, and you'll be no different. You should be passionate about building a product end-to-end, through the UX, design, coding, testing, and deployment phases. This role involves working in shifts, including weekends, to provide continuous support to our global customers and operations.

Задачи:

• Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code to identify and solve complex support issues that were escalated by other support levels.
• Maintain a low rate of non-bug escalations to the development team.
• Write technical notes and troubleshooting procedures to be used by the entire Support.
• Manage assigned cases to meet service level agreements, while continuously providing updates to the business.
• Ongoing support and working closely with the business teams throughout the company.

Требования:

• 2+ years' experience in customer support role in a software/technical company
• Experience with SQL
• Proficiency in English (written and verbal)
• Creative troubleshooting abilities
• Ability to understand flows and provide creative technical solutions
• Ability to comply with tight deadlines and self-prioritize
• Multi-tasking, self-learning, highly motivated and a team player
• Experience with System log analysis
• Experience with ZendeskExperience working in the Travel Industry
• Working with B2B Clients
• Spanish proficiency