[Hiring] Customer and Supplier Support Specialist @Fairmarkit

Role Description

We are looking for a Support Specialist to join our team and play a critical role in managing customer and supplier support requests. This individual will work primarily within Zendesk, triaging incoming support tickets, providing first-line assistance, and escalating issues as needed to cross-functional teams, including Customer Success, Engineering, and Product.

Key Responsibilities

• Ticket Management: Monitor, triage, and respond to customer and supplier support inquiries through Zendesk, ensuring timely and effective resolution.
• Issue Troubleshooting: Diagnose common technical issues, provide solutions or workarounds, and escalate complex cases to the appropriate teams.
• Cross-Functional Coordination: Work closely with Customer Success, Engineering, and Product teams to escalate and resolve critical issues efficiently.
• Knowledge Base Contribution: Identify recurring issues and help improve self-service documentation to enhance customer and supplier experience.
• Customer and Supplier Communication: Provide clear, professional, and empathetic responses to customers and suppliers regarding their support tickets.
• Process Improvement: Identify trends in support inquiries and suggest process optimizations to improve response times and ticket resolution.
• Back-Office Initiatives: Lead and contribute to internal projects such as data analysis, trend tracking, and investigative deep dives to support cross-functional teams and enhance the overall customer and supplier experience.

Qualifications

• 1-3 years of experience in a technical support or customer service role (preferably in SaaS or enterprise software).
• Language Proficiency: Strong English proficiency is required; proficiency in Russian is also necessary.
• Experience using Zendesk or similar support ticketing systems.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work cross-functionally with Customer Success, Engineering, and Product teams.
• Familiarity with procurement, supplier engagement, or SaaS solutions is a plus.

Requirements

• Excellent verbal and written communication skills.
• High level of empathy and the ability to connect with different types of people.
• Strong problem-solving and critical thinking abilities.
• Patience and a calm, professional attitude under pressure.
• Ability to actively listen and understand customer needs.
• A flexible and adaptable approach to changing situations.
• Great time management and organizational skills.
• Sharp attention to detail.
• A collaborative and positive team player mindset.
• Capacity to handle stress and stay focused in a fast-paced environment.
• This position has a specific schedule either 12am – 8 am CET.

Benefits

• If you're detail-oriented, a great communicator, and genuinely enjoy helping others — we can't wait to welcome you to our team!
• For this role, we are looking for a candidate based in Poland.