Technical Customer Experience Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇮🇪 Ireland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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most

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

📦 Logistics

✈️ Travel

🛍️ eCommerce

Logistics • Travel • eCommerce

most is redefining how businesses handle mobile transactions by providing comprehensive payment, software, and hardware solutions for retail environments. Their products are designed to empower businesses to meet customers anywhere, ensuring seamless payment processes and high mobility, making them a vital partner in the mobile retail landscape. With an emphasis on innovative technology, most caters to dynamic environments, enhancing retail operations and driving sales for clients globally, including major airlines.

📋 Description

• Provide professional technical support to customers through online support channels including ticketing systems and email • Investigate and troubleshoot technical and application-related issues reported by customers • Own support tickets from initial contact through investigation, resolution and follow-up • Gather logs, screenshots and other diagnostic information • Reproduce reported problems and distinguish between user, configuration, connectivity and software-related issues • Resolve issues directly where possible and escalate complex problems to engineering or specialist teams • Document issues, investigation steps, findings and resolutions in the support platform • Keep customers informed of progress during investigation and escalation • Prioritise requests according to severity, customer impact and service levels • Monitor outstanding requests and ensure follow-up • Identify recurring issues and work with Product and Engineering to address underlying causes • Create and maintain FAQs, troubleshooting guides and knowledge-base articles • Provide customer-issue and support-trend feedback to Product and Engineering • Assist with customer onboarding, configuration and implementation • Improve support processes, tools, reporting and overall customer experience

🎯 Requirements

• Previous experience in a technical support or service desk role • Strong troubleshooting and problem-solving skills • Comfortable working with web-based applications and digital platforms • Ability to investigate technical issues logically and methodically • Excellent written and spoken English • Strong customer communication skills, including the ability to explain technical issues clearly to non-technical users • Experience working with ticketing or customer support systems • Ability to manage multiple support requests and prioritise effectively • Strong attention to detail and documentation skills • Comfortable working remotely and collaborating with colleagues across different countries and time zones • Based within the European Union with the right to work in the country of employment • Desirable experience with SaaS or cloud-based platforms • Desirable experience with APIs and system integrations • Desirable experience with REST APIs and tools such as Postman • Desirable experience reading and interpreting application or system logs • Desirable experience with basic SQL or database querying • Desirable experience with JSON and other common data formats • Desirable experience with mobile applications, including Android and iOS • Desirable experience with payment or transaction-processing systems • Desirable experience with AWS or other cloud environments • Desirable experience with Jira, Zendesk, Freshdesk, Intercom or similar platforms • Desirable experience with monitoring and diagnostic tools • Desirable experience working with software development or engineering teams • Desirable experience supporting enterprise or B2B customers

🏖️ Benefits

• Opportunity to work within a growing international digital business • Remote and flexible working environment • Exposure to modern digital and cloud technologies • Direct interaction with international customers and partners • Close collaboration with Product and Engineering teams • Opportunities to develop deeper technical, product and customer-success expertise • A role where you can directly influence how our support function and customer experience develop • Fully subsidized Health Insurance • Employer Pension Contribution • 25 Days Annual Leave per year