This role requires you to work Friday - Tuesday 3pm - 11pm WHAT YOU’LL DO:

• Providing an exceptional level of service, building relationships and championing customer experience at every opportunity.
• Continually monitor a range of comms channels that serve our customers.
• Occasionally act as a backup for colleagues in the Budapest day shift
• Providing technical and functional support to both client-side in-house technical teams and end-users directly.
• Documenting issues, updating ITSM software, maintaining knowledge base.
• Owning issues through to resolution, acting as the primary customer interface.
• Communicate! Upholding informative, timely communication as a part of your customer service excellence, ensuring adherence to SLAs.
• Troubleshoot issues, configuration problems etc to identify problems and provide solutions and/or escalate to internal teams.
• Escalate and liaise with internal, 3rd party and client-side technical development and infrastructure teams
• Support new customer on-boarding, assisting with configuration processes
• Hold the trainings for the new joiners, and actively assist in internal projects
• Use your voice bravely in case of any feedback or needed changes
• Ensure a positive experience by providing the right solution
• Analyzing and reporting product malfunctions

WHAT YOU’ll BRING:

• Exceptional communication and interpersonal skills, with a high level of verbal and written language skills
• A strong aptitude for learning new technology and concepts
• A thirst for learning and a hunger to improve everyone around you.
• Experience in supporting cloud, web browser-based software, with an understanding of APIs
• Strong troubleshooting skills
• Experience in using Slack, Skype, Gmail, Postman, JIRA and helpdesk / service desk ticketing systems
• Flexibility regarding the shift schedules
• SQL experience is an advantage