Technical Support Specialist
About The Position
OfficeRnD is hiring a Technical Support Specialist for a fixed-term, 24-month maternity-cover position. The role supports a complex SaaS platform that integrates with payment gateways, accounting systems, CRMs, and door-access hardware. The specialist handles customer issues ranging from REST API troubleshooting to HTML and CSS document-template fixes, and works closely with Product, Development, and QA to investigate bugs, capture customer feedback, and connect customer experience to product improvements. The role handles customer queries through email and chat, with occasional remote sessions, and works to SLA targets. The workday consists of eight effective hours, with a flexible start between 8:00 and 10:00 a.m. The position follows a hybrid work model, with at least 40% of monthly working time onsite.
Requirements
- At least 2 years of experience in a technical support role.
- Comfort working with Intercom or similar helpdesk tools and remote desktop sessions.
- A solid grasp of support fundamentals, including ticket prioritization, escalation, SLAs, and CSAT.
- Strong troubleshooting instincts and ability to investigate issues to find root causes.
- Excellent written and spoken English.
Nice To Haves
- Experience with HTML, CSS, or REST APIs.
- Familiarity with accounting software, CRMs, or email domain management.
- A degree in computer science or a related field; preferred but not required.
- Familiarity with using AI tools in a support workflow.
Responsibilities
- Handle customer queries over email and chat, with occasional remote sessions, within SLA targets.
- Investigate and reproduce bug reports, then work with Development and QA to confirm and log them.
- Use Postman, HTML, and CSS to investigate and resolve customer-specific requests.
- Translate customer feedback into clear, actionable reports for the product team.
- Own integration-related questions involving door access, payment gateways, and accounting systems.
- Build relationships with customers by understanding their setups and identifying issues before they escalate.
- Collaborate across teams to share knowledge and contribute to product development.
Benefits
- Premium health insurance, including dental coverage.
- 25 days of annual paid leave.
- An additional day off to celebrate your birthday.
- Three paid volunteering days per year.
- Full compensation for the first three days of sick leave.
- Additional parental leave.
- Parking access or a public transport pass.
- A co-funded sports card.
- Learning and development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
