Support Specialist

Nasze wymagania:
Experience in customer support with technical products, preferably in SaaS products.
Practical experience querying SQL databases.
Familiarity with JIRA and Confluence.
Experience working directly with external customers via email, phone, or video.
Excellent communication and interpersonal skills, including the ability to provide informative updates to customers and global internal stakeholders.
Willingness to take ownership of issues, including problem-solving and diving deep into technical detail.
Self-sufficiency in researching support tickets through various methods, including technical documentation.
Ability to manage a busy workload and balance multiple priorities.
A positive, flexible, solutions- and ideas-focused approach.
Willingness to support PL public holidays on a rotational basis.
Experience with Groundcover and AWS is a plus.
Some practical experience in a programming language (Python, Ruby, JS) and/or a BI tool (e.g. Postman, Tableau, Power BI, QlikView) is a big plus.
Experience with AI tools is a plus.

O projekcie:
At Duco, the Customer Support Team helps our customers solve the most complex technical issues they encounter, from implementation onwards. You'll be a client-facing technician, working directly with many of the most significant institutions in the financial services industry, including banks and investment houses.
This role is central to almost every other team in the company. You'll work directly with Engineering, including Software Developers and Platform Infrastructure Engineers, as well as the Product Team and commercial teams including Customer Success, Sales, and Professional Services.

Zakres obowiązków:
Registering, prioritising, and documenting all tickets reported to the Support team using the relevant tools, following the incident management procedure.
Investigating and conducting root cause analysis into reported issues using a variety of tools, and providing technical support to our clients.
Communicating and coordinating issues affecting customers, internally and directly with end-users; managing customer escalations and expectations, and communicating with various stakeholders.
Understanding customer needs, including relevant features and configuration requests.
Conducting calls with customers to help them and manage each case until it's fully resolved.
Participating in knowledge sharing among colleagues.
Translating business needs into technical language (and sometimes back again).

Oferujemy:
Competitive salary package aligned with your skills and experience. Reviewed annually.
Success Share bonus payments
Private Medical Insurance - Enel Med
Life Insurance
Multisport Program
Unlimited annual holiday, because we trust our people to manage their own time off
Enhanced family leave
Employee Assistance Programme Wellbee
4 Volunteering days off
Flexible working policy
Referral bonus if we hire someone great who you’ve recommended to us
Spot Rewards