Technical Customer Support Specialist - Remote

Overview

We are looking for an experienced customer support specialist responsible primarily for dedicated and key (enterprise) clients. This role has a significant project and technical dimension – from client onboarding, through technical preparation and installation of solutions, to long-term customer care.

In Short

• Responsibility for daily customer support, including dedicated and large clients.
• Resolving customer requests via tickets (Freshdesk), phone support (CloudTalk), and email communication.
• Active care for assigned clients and building long-term relationships.
• Leading clients at the project level: onboarding new clients, coordinating technical installation, setting up systems according to client needs.
• Collaboration with internal technical and development teams to address complex requests.
• Basic to advanced orientation in network connectivity, IP addresses, firewall rules, and inbound/outbound communication.
• Training clients (online and in-person), conducting consultations.
• Preparation and execution of product presentations and demo showcases.
• Creating video tutorials and simple user documentation.
• Providing active feedback on the product from the clients' perspective.

Requirements

• Experience in customer support, particularly for enterprise clients.
• Ability to communicate technical requirements effectively.
• Familiarity with access control systems and their integration.
• Ability to quickly learn new systems and technologies.
• Strong communication and interpersonal skills.
• Experience in project management.
• Ability to provide training and support for clients.
• Understanding of network settings and VM server preparation.
• Proficiency in English (additional languages are a plus).
• Willingness to travel occasionally for team meetings and training.

Benefits

• Opportunity to work remotely within Slovakia.
• Supportive team environment.
• Continuous learning and professional development.
• Flexible working hours.
• Engagement with cutting-edge technology.
• Participation in the development of innovative solutions.
• Opportunities for career advancement.
• Access to company resources and tools.
• Health and wellness benefits.
• Team-building activities and events.