RRemoteville
parcelLab logoparcelLab

Technical Support Specialist

Skills
JavascriptSoftware As A ServiceBusiness-To-BusinessCustomer SupportEnglishPatternTechnical Investigations
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Some prior experience in customer support success or operations role
  • B2B SaaS experience a plus
  • Ability to read and understand JavaScript
  • Customer-focused mindset with strong problem-solving skills
  • Comfort working directly within a software platform
  • Clear confident written and verbal communication
  • Ability to translate customer needs into practical product guidance
  • Good judgment on when to resolve directly versus escalate further
  • Strong native-level English
  • Additional languages are a plus
  • Proactive team-oriented approach to collaborating across departments

Nice to have

  • Customer-obsessed
  • Curious
  • Driven
  • Proactive
  • Team-oriented

Day to day

  • Serve as 2nd level support for B2B customers and handle complex escalations from first-line support
  • Conduct deeper technical investigations into issues including reviewing JavaScript filter logic and resolving ambiguous cases with sound judgment
  • Implement customer requests directly within the system while advising on optimizations product guidance and recurring improvement opportunities