Customer Support Specialist

ApprovalMax is award-winning B2B software used by businesses around the world to approve bills and expenses. It streamlines the approval process for decision-makers by replacing paper and email approvals with automated workflows. ApprovalMax integrates with platforms such as Xero, QuickBooks Online, and Oracle NetSuite to unlock powerful efficiencies for approvers and finance teams. The company is globally recognized and has won’ Xero App Partner of the Year’ four times since 2020 in different countries.

We're on the lookout for an experienced Support Specialist to elevate our customer support to unparalleled heights. If you're a dedicated, ambitious individual with stellar communication skills, ApprovalMax is the perfect platform to propel your career.

Responsibilities for Support Specialist:

• Effectively communicate with customers on usability and technical issues through various channels (email, phone, chat).
• Analyse and address customer complaints and concerns, actively collaborating with the Product team to enhance the overall customer experience.
• Collaborate closely with the Tier 2 and the Development team to troubleshoot and resolve customer issues promptly.
• Prioritise and escalate tasks cross-team to ensure swift resolution of customer issues.
• Uphold and enhance Support metrics (CSAT, FRT, ART, RT, etc.).
• Continuously deepen your knowledge of products and services.

• 3-5 years of customer service experience is strongly preferred.
• In-depth understanding of customer concerns, with the ability to troubleshoot effectively.
• Strong technical skills relevant to product use (testing skills are welcome).
• Excellent communication skills to foster positive relationships.
• Accountability and solid personal organisation are essential.
• A clear understanding of time management principles during the working shift.

What we offer:

• Regular performance-based compensation reviews
• 100% paid 20 business vacation days
• 100% paid 10 sick leave days
• Flexible hours
• Remote work
• Health & Wellness program - a bonus payment, which will cover 50% up to a total of 500 Euro annually of the amount spent on the following activities: medical services (except regular health insurance), fitness, sports activities (excluding sports equipment), stress management, body massage, weight management, yoga, traveling, etc.
• Reimbursement of co-working space
• Reimbursement of professional development courses
• Service years recognition financial reward
• Parental leave support.