Support Specialist

Are you a tech-savvy troubleshooter with a passion for exceptional customer support? Do you thrive in a dynamic environment where every day is a new puzzle to solve? If so, we want you to be a part of our team at GlobalReader!

About Us:

At GlobalReader we inspire industry leaders to collect and use data around their production resources which will help factories to increase efficiency and collaboration whilst keeping them ahead of their competitors. Our hardware and software solution redefine the way manufacturers use real-time data, and we’re on the lookout for a Support Specialist who can help us make this mission even more exceptional.

What You’ll Do:

As a Support Specialist, you’ll be the guardian angel for our customers, swooping in to provide timely and effective solutions. Your role will include:

  • Being the first point of contact for customers seeking assistance related to GlobalReader’s IoT hardware and software products
  • Respond to customer inquiries professionally through various channels, including phone and email
  • Diagnose and troubleshoot technical issues reported by customers, providing effective solutions and guidance
  • Collaborate closely with the engineering, sales and account management teams to escalate and resolve issues
  • Document and maintain a database of customer interactions and solutions for future reference
  • Continuously improve support processes and knowledge base resources to enhance customer experience and minimise churn
  • Identify patterns and trends in customer issues to help improve the overall product quality and user experience
  • Proactively reach out to customers to provide updates, gather feedback, and ensure satisfaction with our services

Requirements:

  • Strong communication skills that turn technical words into customer-friendly solutions
  • A customer-focused mindset that craves delivering support experiences that shine
  • Problem-solving prowess
  • Proficiency in English
  • Readiness to work on-site in Tartu, Estonia with partly remote options available

Would be a Plus:

  • Experience in the Support Specialist or a similar role
  • Knowledge of IoT and SaaS concepts
  • Fluency in Estonian, Finnish, Latvian, or other local European languages that bring our global customer base even closer
  • Familiarity with ticketing systems and support tools
  • Knowledge about manufacturing processes and ERP systems

Join our international team in turning manufacturing challenges into success stories, one data point at a time. At GlobalReader, you’ll find not just a job, but a community of like-minded individuals who are passionate about making a difference. We’ll support you getting settled in and help you grow.

GlobalReader offers a flexible working environment with partly-remote work options. We also believe in a work environment where laughter is important. From compensation packages, team events to surprise celebrations, we know how to turn every day into a fiesta! Enjoy endless opportunities to learn and develop – Apply now, send your CV to career@globalreader.eu