IT Technical Support Specialist

WHO WE ARE

Transactionlink is the world’s first automation platform for building complete digital onboarding experiences. Our no-code platform helps FinTech-enabled companies worldwide navigate the complexities of regulations, geographies, and industry-specific requirements of digital onboarding.

Our product lets businesses build complex automated workflows for their end-customers to onboard to their service. A delightful user experience is absolutely crucial for our customers to be able to build high-converting onboarding journeys that also balance business needs.

IT Technical Support Specialist plays a vital role in providing fast, accurate, and effective support, guidance, and advice to our valued clients. We are committed to delivering exceptional service and fostering long-term relationships with clients across various industries.

👉 In this role, you will be instrumental in ensuring the continued growth and success of our company and our clients. You will act as both the voice of the company and our clients, providing insights and feedback while advising on industry trends. As IT Technical Support Specialist you will actively contribute to the development of our platform with a strong focus on meeting our clients' needs, as we push the boundaries of digital transformation and innovation.

What you'll do:

• Handle client cases effectively through various communication channels, guaranteeing prompt and top-notch service that adheres to our SLA commitments.
• Engage proactively with clients to develop strategies that enhance their experience and boost loyalty.
• Solve L1 technical tasks, such as reading logs, solving product issues and automating processes using tools like Jira and Zapier,
• Coordinate ticket flow, organize communication channels, and delegate tickets to the technical team as needed to ensure smooth operations.
• Monitor customer satisfaction with our products and services, gathering insights for continuous improvement.
• Educate and support client service representatives in addressing inquiries and complaints, fostering a positive team environment.
• Collaborate with other departments (eg. engineers) to meet customer needs effectively,
• Take on additional client service tasks as needed to drive success. 

What you need to bring:

• Have previous experience as an IT Technical Support Specialist (2 - 3 years)
• Be fluent in written and spoken English (C1/C2)
• Possess excellent communication skills, patience, and the ability to build business relationships.
• Have the ability to work and thrive in a team environment.
• Be creative, detail-oriented, and take full ownership of your tasks, 
• Be tech-savvy and/or have an interest in IT systems and e-commerce.
• Be an educator with a patient approach to guiding our clients through the complexities of an advanced e-commerce system.
• Have knowledge of Jira, Zapier, and other ticketing systems.
• Be located in Warsaw - this position is 100% onsite.
• Nice to have: Experience in a startup environment.

What we offer:

• 20 days of paid leave per year,
• Options package,
• Annual professional development budget,
• An excellent team of highly qualified and motivated colleagues,
• Equipment of your choice,
• Salary within the range of 9 000 - 12 000 PLN net on B2B/UoP