Better

We are looking for a Senior Technical Support Specialist to assist our partners and customers with technical and content-related problems when using our IT solutions and applications. If you have great communication skills, and experience with customer support, ticketing systems, and software development processes, then we would really like to meet you.

As our second and third line of support, your mission will be to use your empathetic approach, technological skills, and solution-oriented responses to turn frustrating situations into pleasant experiences for our partners and customers.

Diagnose and troubleshoot complex technical issues related to Better Platform products.

Respond to customer queries in a timely and accurate way, via the support desk and email

Offer technical and content-related support:

Prioritize and manage several open issues at one time.

Properly escalate unresolved issues to appropriate internal teams, within agreed time limits.

Follow up with customers to ensure their technical issues are resolved.

Update our internal databases with information about technical issues, and use cases that will benefit the customer’s knowledge of Better products.

Collaborate with the DevOps team to resolve product issues in Better Platform.

Prepare documentation and help build the knowledge base.

Provide technical support to the customers and partners who are diagnosing, troubleshooting, repairing, and debugging computer systems and software.

Respond to situations where the first-line technical support has failed to isolate or fix problems in malfunctioning software.

Provide extremely timely response/resolution to technical and product inquiries.

Identify trends in client issues and work with the development team to implement solutions.

Provide Service Management to our key customers (Monthly Service Review, Ticket Analytics, Root Cause Analysis Reports, Service notification).

You have experience as a Customer Support Specialist. Bachelor’s degree in Computer Science, Information Technology or related field.

You are deeply passionate about customer experience and making life simpler with technology.

You have excellent communication skills, both verbal and written.

You have strong analytical and problem-solving skills.

You are excited about learning new things.

You are able to work under pressure and remain focused, confident, and professional.

You have proven ability to deescalate difficult situations with customers, while multi-tasking between tickets

You are able to collaborate effectively with peers across different Better teams.

You are autonomous and self-motivated with an ability to work independently.

It would be extra great if you have experience with:

Support tools (ticketing systems, for example, Zendesk, Clickup or Jira)

Work on interesting and challenging problems in the healthcare sector

Flexible working hours as well as an option for partial work from home

Family-friendly environment, supportive of your free time and after-work hobbies

Investment in your continued personal and professional development (IT conferences, courses, workshops, and training)

Great location in Ljubljana and free parking

Strong employee well-being policy (fresh fruit, diverse sports activities, etc.)

And last but not least… Free coffee anytime 🙂

Sounds good? Apply with your CV and we will get back to you as soon as possible.

Senior Technical Support Specialist

Better

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