Customer Support Representative (L1)

👋 We’re Hiring a Customer Support Representative (L1) 📍 Location: Remote Romania 💸 Salary: €15,000 - €20,000 per year At Alliants, we're on a mission to transform every customer engagement into something exceptional. We believe in working smart together to push the boundaries of company culture and create future-proof customer experiences. Are you passionate about creating meaningful customer experiences and helping organisations deliver on their brand promises? Join us as a Customer Support Representative (L1) in our growing ServicesDivision team! 🚀 The Role As a key member of the Support team, the L1 Customer Support Representative serves as the first point of contact for customers seeking assistance with the Alliants Experience Platform (AXP) product suite. This role is responsible for handling customer inquiries, troubleshooting technical issues, and escalating more complex problems to the L2/ L3 support team. You will play a critical role in ensuring an excellent customer experience by resolving customer queries and providing timely support, maintaining detailed records of customer interactions, and contributing to the continuous improvement of support processes. Some Key Areas You’ll Be Working On

• Respond to customer inquiries via email and live chat using the ticketing system.
• Gather necessary information from customers as needed.
• Provide workarounds and solutions where applicable.
• Ensure timely responses and updates within defined SLAs.
• Maintain a professional, customer-friendly tone in all interactions.
• Communicate clearly and concisely to assist users effectively.
• Regularly update customers on open tickets, follow up to confirm issue resolution.
• Maintain positive CSAT ratings.
• Perform ad-hoc configuration tasks as needed.
• Follow standard operating procedures (SOPs) to troubleshoot and resolve customer queries or issues
• Assist with "how-to" queries (e.g., password resets) and troubleshoot errors.
• Replicate reported issues (potential bugs) in demo or test environments.
• Review system logs to identify information received in data syncs or possible causes of errors
• Escalate unresolved issues (potential bugs) to L2/L3 support teams.
• Create and update escalated tickets with detailed descriptions and troubleshooting steps.
• Maintain accurate records of customer interactions for tracking and analysis.
• Keep ticket statuses updated, accurately tag and categorize issues for efficient tracking.
• Complete administrative tasks and review internal team dashboards to ensure they are up to date before the end of each shift.
• Refer to and maintain internal knowledge bases for issue resolution.
• Adhere to company policies and security guidelines when handling customer data.
• Write and update help center articles as needed.
• Monitor system dashboards and alerts for potential issues.
• Identify and report recurring trends to senior support teams.

Important To Have

• Demonstrated technical proficiency through education, certifications, or experience.
• Demonstrated experience troubleshooting SaaS applications, including integrations and configuration issues.
• Familiarity with APIs (REST/SOAP) and tools for running API calls (e.g., Postman).
• Understanding of Webhooks and their integration into applications.
• Familiarity with debugging tools (e.g. Rollbar).
• Proficiency with ticketing and issue logging tools (e.g. Intercom, Zendesk, Jira, Github).
• 1–2 years of experience as a Customer Support Representative within B2B SaaS companies.
• Proven experience in troubleshooting of SaaS applications, including integrations, and configuration issues.
• History of working across multiple environments and platforms.
• Experience collaborating with technical and non-technical stakeholders.
• Exceptional analytical and problem-solving abilities, tackling challenges with precision and creativity.
• Dedicated to delivering exceptional customer service, ensuring satisfaction at every touchpoint.
• Strong written and verbal communication skills, fostering clarity and understanding.
• Meticulous attention to detail and strong prioritization skills, driving efficiency and accuracy.

Nice To Have

• Proficiency in cloud-based technologies (e.g., AWS, Azure, or Google Cloud).
• Proficiency in monitoring tools (e.g., Splunk, Datadog, Cloudwatch).
• Familiarity with making front end changes to websites (e.g. HTML and CSS).
• Experience in the hospitality industry with knowledge of Property Management Systems (e.g., Oracle, Shiji).
• Proficiency with mobile-specific integrations (e.g., Twilio) and messaging platforms (e.g., Smooch) for seamless customer communication.
• Understanding of Agile methodologies, including principles and frameworks like Scrum and Kanban.

🕒 Working Hours

• Winter (EET): 10:00 – 19:00
• Summer (EEST): 11:00 – 20:00

Who are Alliants and what do we do? Alliants, established in 2009, is dedicated to producing customer engagement technologies and services that pave the way for a more human, sustainable, and promising future for hospitality. At Alliants, we are all in for our people and our industry. What’s in it for you? We Know We All Work Better In An Autonomous, Collaborative, Diverse And Equitable Space. To Support You In Becoming The Best Version Of Yourself, We Offer You 💷 A competitive salary 🎁 Up to 10% annual bonus ⚖️ Remote & flexible working 🏖️ 25 days holiday + public holidays 🥡 Monthly takeaway allowance 🎒 £1,500 training and development budget each year 🌳 To celebrate you joining the team we will plant a Great Oak tree Alliants celebrate diversity and are committed to creating an inclusive environment for all employees. Alliants are the trusted digital partner of choice across the world's most respected hospitality, travel and retail brands. As global market pacesetters, we lead and innovate with unparalleled expert knowledge and resources.