Technical Support and Documentation Specialist

iwinBACK helps marketers “win back” the power to understand and communicate with their customers through automation, channel unification, data analytics, easy asset creation, and an intuitive customer journey creator. We bring a new level of efficiency and performance to digital marketing teams by helping them build and manage campaigns and call centre staff, for multiple markets, brands, and segments simultaneously. Real time data analysis with actionable insights help to continually improve KPIs at all stages of the customer lifecycle while reducing the operating, monitoring, and reporting burden.

To support our internal growth, we are looking for a SaaS Tech Support, with experience in dealing with documentation.

Job responsibilities:
In this position, you will work together with Tech and Operations teams to identify and troubleshoot both internal and customers issues based on our platform or escalating them to others in the company.

Key activities will include, but not be limited to:

You’ll examine help desk tickets and look for common questions that documentation could help answer, and then develop that documentation.

You’ll review our existing documentation when our software is updated and make appropriate enhancements.

You’ll monitor new tickets and respond to them in the shortest time possible

You’ll analyse log files and customer data to try to identify whether an issue was caused by the customer, by our software or by the systems we connect to.

You’ll interact via phone, video conferencing, screen shares, our help desk system, online chat, social media or through other systems with customers to educate them on how to use our software and assist them with troubleshooting issues.

When bugs are identified, you’ll package together customer issues with logs and analysis and escalate them to our product and development teams.

Technical skills:

At least 1 year of experience in a similar tech support role

Good writing and logical skills, to be able to draft proper technical documentation

Amazing troubleshooting skills since you’ll be working to diagnose issues and then provide solutions.

Fluent in English – written and spoken

Budget Tech support: full time, contract role(PFA or SRL). Monthly salary 1.200€