Customer Support Specialist
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Job Description
Customer Support Specialist troubleshooting Mize’s AI-driven revenue infrastructure for travel companies. Supporting global customers, operations, and R&D through SQL, logs, and product debugging.
Responsibilities:
- Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code to identify and solve complex support issues escalated by other support levels
- Maintain a low rate of non-bug escalations to the development team
- Write technical notes and troubleshooting procedures for the entire Support team
- Manage assigned cases to meet service level agreements while continuously providing updates to the business
- Provide ongoing support and work closely with business teams throughout the company
- Work closely with the operations team on flag product maintenance and daily operations
- Assist the entire R&D team
Requirements:
- 2+ years’ experience in customer support role in a software/technical company
- Experience with SQL
- Proficiency in English (written and verbal)
- Creative troubleshooting abilities
- Ability to understand flows and provide creative technical solutions
- Ability to comply with tight deadlines and self-prioritize
- Multi-tasking, self-learning, highly motivated and a team player
- Advantage: Experience with System log analysis
- Advantage: Experience with Zendesk
- Advantage: Experience working in the Travel Industry
- Advantage: Working with B2B Clients
Benefits:
- Shift work, including weekends, to provide continuous support to global customers and operations
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