Enterprise Support Specialist

📋 Description

• Analyse and troubleshoot complex technical issues through direct user interaction (email, phone)
• Develop product and platform expertise, working closely with Engineering, Product, and Operations
• Strategically optimise and scale support processes to enhance efficiency and improve the overall
• Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer
• Create and refine documentation to empower users to resolve issues via self-service, reducing
• Collaborate with and advocate to Product and Engineering to improve the platform based on user

🎯 Requirements

• 5+ years of experience in a customer-facing product support role, with a focus on troubleshooting
• Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
• Experience working with APIs.
• Excellent problem-solving skills, capable of diagnosing complex issues and driving them to
• Proven experience in stakeholder management, with the ability to influence cross-functional teams
• Experience in project management, particularly in optimising processes, workflows, or support