[Hiring] Support Specialist @Backlight
Feb 28, 2025 - Backlight is hiring a remote Support Specialist. 💸 Salary: unspecified. 📍Location: UK, Sweden.
Role Description
Backlight’s Support team is looking for a skilled and customer-focused Support Specialist to deliver an efficient and positive support experience to our customers. As the first point of contact for inquiries, you'll be a key player in ensuring customer satisfaction. Support Specialists are experts in Backlight products, responsible for intake and triage of support requests, guiding users through documentation, troubleshooting product issues, and escalating complex cases to Tier 2 and Tier 3 teams as needed.
- Provide timely, helpful support to Backlight customers as the first point of contact on the support team
- Offer timezone-based support for Tier 1 issues, swiftly managing escalations and maintaining clear communication with internal and external teams
- Document, troubleshoot, and resolve product-related support requests
- Effectively manage an incoming ticket queue along with your ticket assignment queue, providing updates on open tickets to customers
- Develop product expertise by partnering closely with Tier 2 support, Engineering, and Product teams to troubleshoot and escalate complex technical issues
- Identify and record documentation improvement opportunities through support requests where documentation is insufficient or missing
- Drive continuous improvements to hit target metrics such as CSAT time to resolution, SLAs, etc.
Qualifications
- Understanding of SaaS software and relevant technologies
- Interest in and ability to learn new technical concepts
- Experience in documentation methodologies
- Experience using a support-desk software (Zendesk a plus)
- Comfortable with terminal and CLI tools
- Basic understanding of HTML, APIs, programming and scripting
- Comfortable working autonomously
- Work with a sense of urgency, understanding our customers' critical workflows
- Passion for engaging with customers and a desire to help them succeed
- Previous experience with streaming technologies a plus
- Fluency in French is a plus
Requirements
- The position is full time, starting as soon as possible
- Apply by sending in your CV in English as soon as possible
- Due to GDPR policies, we only accept applications through our career page
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| 📍 | Be aware of the location restriction for this remote position: UK, Sweden |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
unspecified
|
Remote
Location
UK, Sweden
|
|
Job Type
full-time
|
Posted
Feb 28, 2025
|
| 📍 | Be aware of the location restriction for this remote position: UK, Sweden |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
