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Technical Customer Support Specialist (Fully Remote - EU or APAC)

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

United Kingdom, Vatican City

Offer summary

Qualifications:

Experience in the gaming sector, Strong technical troubleshooting skills, Familiarity with web technologies (HTML, JavaScript), Proficient in SQL for database querying, Experience with digital advertising metrics.

Key responsabilities:

Respond to customer inquiries promptly
Troubleshoot SDK, API, and system integrations
Analyze data for user engagement insights
Oversee support ticket lifecycle and resolution
Collaborate with teams and maintain documentation

International People Solutions B.V. Marketing & Advertising Small startup https://www.internationalpeoplesolutions.com/

1 - 10 Employees

See more International People Solutions B.V. offers

Job description

Our client is looking for a technical expert to join their team as a Technical Customer Support Specialist. You’ll support publishers, advertisers, and end-users, ensuring seamless integration of their platform. This role involves resolving technical challenges, analyzing data, and working closely with various teams to enhance performance and user experience. A strong technical background and problem-solving skills are key.

Main Responsibilities

Technical Issue Resolution:

Respond promptly to customer inquiries via chat, email, or support systems, ensuring issues are addressed within agreed timelines.
Troubleshoot SDK, API, and system integrations to resolve technical problems, including tracking discrepancies and performance issues.

Data-Driven Insights:

Analyze data to identify and resolve user engagement or system-related challenges, with a focus on optimizing reward processes and preventing fraud.
Use tools like SQL and Tableau to generate reports, track key performance metrics, and present actionable insights to partners.

Support Ticket Management:

Oversee the lifecycle of support tickets, ensuring timely resolution and clear communication with customers about ongoing fixes.
Coordinate with engineering teams to handle escalations and ensure complex technical problems are addressed effectively.

Customer Optimization & Support:

Collaborate with account managers to ensure customers maximize the platform’s potential by offering technical recommendations and proactive support.
Analyze customer data to identify patterns, optimize performance, and suggest improvements to their campaigns.

Team Collaboration:

Work closely with development and product teams, sharing customer feedback and participating in feature testing to ensure smooth integrations and updates.
Help develop strategies for improving the platform’s usability and technical reliability.

Documentation & Training:

Create and maintain easy-to-understand technical guides, FAQs, and training materials for both internal and external users.
Provide onboarding materials and assist in customer training to ensure smooth platform adoption.
Must have experience within the gaming sector.
Strong technical troubleshooting experience, ideally on mobile platforms (iOS/Android).
Familiar with web technologies (e.g., HTML, JavaScript) and database querying (SQL).
Analytical approach to problem-solving, with experience in digital advertising metrics (impressions, clicks, conversions).
Excellent communication skills to explain technical details in clear, non-technical terms.
Familiarity with platforms like AdMob, Tapjoy, or similar systems.
Experience using visualization tools like Tableau to create reports and insights.
Remote work environment with flexibility to accommodate different time zones.
Occasional shift flexibility based on customer needs.