Software Support Specialist – USA

Qmarkets is recruiting a B2B Support & Help Desk specialist to join our global support team.

Location: Connecticut, USA

Working Days: Monday-Friday

Working 4 days a week from home, 1 day from office

What you will do

• Acting as the main POC (point of contact) for all customers’ tickets re our product, including bugs and queries.
• Respond within documented SLA to support tickets generated by our customers’ main POCs.
• Research, troubleshoot and diagnose the reported ticket, and identify the issue urgency and type.
  • If possible, provide solutions to resolve basic and complex technical issues.
  • Where needed, follow company procedures for proper escalation of unresolved issues to the appropriate internal teams (R&D, professional services, DevOps, customer success, product etc.)
• Follow-up and ensure proper recording and closure of all tickets.
• Provide prompt and accurate feedback to both our customers and internal stakeholders.
• Work is mainly via our ticketing portal and emails.
• Create and maintain the knowledge base (articles, videos, interactive help pop ups etc.) with English content creation.
• Supporting various product and customer onboarding tasks like SSO setup and User provisioning

Job Requirements

• Strong logical and communication skills
• Proven working experience in enterprise technical positions
• Excellent troubleshooting and problem-solving skills
• Customer Service orientation
• Works independently and as a team player
• Ability for multi-tasking and work under pressure
• Self-motivated, with a sense of urgency and efficiency and a strong work ethic
• Willingness to work long hours
• Excellent English (both written and spoken)

Advantages

• Understanding of PHP, SQL, UnixB.A / B.Sc in relevant engineering/computer science
• Additional spoken language other than English (Priority to French or German)