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About the Role

This opportunity is for a Technical Support Specialist located in the United Kingdom, working remotely as part of a fast-expanding global company focused on business messaging technology. The role blends technical troubleshooting with customer interaction and collaboration across teams to provide excellent support services. The position involves working closely with clients, partners, and internal stakeholders to solve complex API-related challenges and assist organizations in optimizing their use of messaging platforms. It offers valuable experience with contemporary communication technologies, web development principles, and large-scale business ecosystems.

Key Responsibilities

Deliver technical assistance via multiple channels such as support tickets, chat, email, and video meetings, ensuring high-quality customer experiences.
Diagnose and fix issues pertaining to APIs, integrations, and platform functions related to messaging services.
Collaborate with tier-two support teams to identify root causes and implement appropriate fixes.
Guide customers and partners through platform capabilities, onboarding workflows, and recommended practices within the messaging environment.
Partner with internal commercial and onboarding units to guarantee seamless customer adoption and implementation success.
Engage with third-party platform contacts when necessary to escalate or resolve complex technical problems.
Maintain detailed records of support interactions, resolutions, and recurring technical problems to enhance support efficiency.
Participate in ongoing process improvements to elevate support effectiveness and customer satisfaction.

Qualifications and Experience

Between 3 to 4 years of experience in technical support, customer service, or similar roles.
A degree in Computer Science, Information Technology, Engineering, or a related discipline.
Comprehensive knowledge of web technologies such as HTML, JavaScript, CSS, and APIs.
Practical experience working with RESTful APIs and Webhooks.
Strong grasp of technical principles and familiarity with helpdesk or ticketing platforms.
Professional-level English proficiency (C1 or higher) alongside fluency in at least one other language.
Exceptional troubleshooting aptitude coupled with analytical problem-solving capabilities.
Effective communication and interpersonal skills, including active listening and empathy towards customers.
Ability to juggle multiple tasks efficiently in a dynamic environment while maintaining meticulous attention to detail.
A keen interest in advancing expertise in more sophisticated technical support roles.

Desirable Skills

Experience with WhatsApp Business API or Meta Graph API.
Programming skills in SQL, JavaScript, Python, React, or similar.
Familiarity with system monitoring tools such as Grafana.
Prior experience in managing teams.
Additional language proficiencies.

Benefits

Fully remote position with contractual terms allowing flexibility to work from any location.
Competitive yearly compensation estimated between €20,000 and €30,000 based on experience and qualifications.
The chance to be part of a cutting-edge and rapidly growing sector in business messaging.
Collaboration with seasoned professionals and tech experts in a global work environment.
Opportunities for ongoing learning and exposure to modern communication technologies.
A dynamic and entrepreneurial workplace culture encouraging autonomy and ownership.
A supportive atmosphere that fosters professional development and knowledge exchange.

Technical Support Specialist