Technical Support Representative
About Us:
Dozuki is a leading software company specializing in connected worker software for faster, better and safer manufacturing. We allow manufacturing companies to connect their processes, their people, and their platforms to drive frontline digital transformation.
Job description:
Technical Support Representative is responsible for providing technical support to the customers and guiding customers and internal team members in resolving technical inquiries. In addition to this, they raise awareness of product issues such as bugs, faulty logic, or new feature requests to drive customer satisfaction and assist the Product and Engineering teams in improving product quality. They embody the core values of Dozuki, face technical issues head-on, and work to put the business’ and our customers’ needs foremost in any discussion and help them use the product effectively.
In this role, you will be expected to leverage modern AI-driven workflows to enhance service delivery and help customers maximize the value of our platform’s emerging intelligent features. You are not just a technical lead; you are a consultant who understands how AI can be applied to solve operational challenges and streamline technical processes.
As the Technical Support Representative, you will:
- Act as the first point of contact on the customer journey, supporting customers through Zendesk tickets and over the phone as needed.
- Consult and guide customers through diagnostic and troubleshooting processes, to determine steps and procedures taken to identify and resolve the problem.
- Troubleshoot, identify, resolve and/or report all technical issues on customers’ behalf in a timely fashion.
- Give accurate advice and guidance to the customers and resolve their inquiries on a one and done basis where possible.
- Help customers accelerate their adoption of Dozuki through documentation conversion projects.
- Provide tone-neutral customer feedback about the product features to the Manager and the Product team.
- Accept and document constructive criticism and customer feedback regarding their experience with Dozuki’s product.
- Take part in triage meetings with Engineering and Product teams to analyze and present product issues and advocate for the customers.
- Maintain in-depth knowledge of all existing and new product features.
- Provide timely and accurate technical assistance to Customer Success, Sales and other internal teams, ensuring minimal downtime and disruption to their workflow.
- Create and maintain comprehensive documentation and self-help resources to empower internal teams to troubleshoot common technical issues independently.
- Display flexibility and adaptability in a fast-paced environment, adjusting priorities and tasks based on changing business needs.
- Perform other related duties as assigned.
Job Requirements:
- Minimum of 2 years of experience in Technical Support, preferably within SaaS environments.
- Understanding of how to use Postman to make API calls.
- Some familiarity with issue tracking and workflow management tools (i.e. JIRA, Product Board).
- Familiarity with creating Power BI dashboards and understanding Data ETL processes
- Strong written and verbal communication skills.
- Excellent customer service and interpersonal skills, capable of engaging effectively with both technical and non-technical users.
- Attention to detail, ability to think creatively and solve complex technical issues, highly-driven and self-motivated.
- The ability to work collaboratively across teams, contributing positively to team dynamics and company culture.
- This role requires working a Tuesday - Saturday schedule (Central European Time), with weekly or bi-weekly rotation between shifts (9:00 - 17:00 and 13:00 – 21:00).
Perks and Benefits:
- Competitive salary and performance-based bonuses.
- Opportunities for professional development and growth.
- A collaborative and supportive work environment.
- Remote-friendly environment
- Home office set-up stipend
- Annual Wellness Bonus
- Life Event Bonus