Technical Support Specialist

As a Technical Support Specialist at Multilogin youre not just troubleshooting; youre a critical part of our companys commitment to exceptional service. Your role goes beyond answering queries youre a techsavvy problem solver who will collaborate with teams across the company to deliver outstanding support. Youll be working in a fastpaced techdriven environment where your contributions will directly impact our user experience and product evolution.

Responsibilities:

• Provide timely and empathetic support to customers through chats emails and Telegram ensuring their issues are resolved with a high level of satisfaction;
• Collaborate with crossfunctional teams to troubleshoot complex problems and identify solutions and workarounds that improve customer experience;
• Consistently document troubleshooting steps and solutions to complex issues to build a comprehensive knowledge base that can be leveraged by the entire team;
• Follow and contribute to the development of support processes and guidelines to enhance efficiency and effectiveness;
• Collaborate closely with the sales team in driving new sales and managing renewals;
• Share insights and feedback to improve the product and service and contribute to longterm solutions.

Requirements:

• 12 years of experience in a technical support role preferably in a tech or SaaS environment;
• Excellent spoken and written communication skill in English;
• Flexible in working hours. Being able to work in daily evening and weekend shifts (no midnight shifts);
• Strong empathy skills;
• Excellent communication and problemsolving skills;
• Strong desire to help users and solve any kind of issues;
• Strong collaboration skills across teams and departments;
• Ability to multitask;
• Knowledge of SQL queries and Python;
• Nice to have knowledge of Selenium or Puppeteer for automation.