Application Support Specialist responsible for processing permit applications at Sunshine Enterprise. Engaging with customers and ensuring accurate data handling while delivering top - notch service.
About the role
- Support Specialist for Multiverse, assisting clients and apprentices through the Intercom platform. Engaging in troubleshooting issues and maintaining communication with diverse stakeholders.
Responsibilities
- Respond to support tickets via Intercom with clarity, empathy, and urgency—supporting apprentices, employers, and internal teams.
- Confidently investigate user-reported issues by impersonating users, replicating scenarios, and following structured troubleshooting guides.
- Accurately document findings and next steps in clear, well-structured technical tickets in line with internal guidelines.
- Build trust and maintain strong communication with customers, handling sensitive or escalated issues with professionalism.
- Demonstrate strong comprehension skills—accurately read, interpret, and respond to complex or unclear requests.
- Handle complaints and challenging conversations with care, aiming for effective and fair resolution.
- Manage and prioritise a high volume of tickets, balancing efficiency with accuracy and tone.
- Confidently push back on stakeholders when necessary, with a clear, respectful approach.
- Act as a role model in the team—setting a standard for tone of voice, responsiveness, accountability, and support quality.
- Become a product expert, deepening your understanding of all features and use cases and keep up to date with product releases and adjust support approaches accordingly.
- Proactively share feedback and ideas to improve the customer experience and internal workflows using data driven approach
- Contribute to and maintain high-quality support documentation and help content written in Plain English.
- Work cross-functionally with product, operations, and training teams to resolve complex issues at the root.
Requirements
- Proven 2+ years experience with at least 1 year experience in a tech specialist role in customer support, client service, or helpdesk — ideally within education, training, or a tech-enabled environment.
- Strong background in client communication, with the ability to build trust and manage expectations effectively.
- Excellent written communication—fluent in Plain English, with the ability to explain complex or sensitive topics clearly.
- Strong interest in technology enabled products
- Strong reading comprehension and problem-solving skills.
- Experience managing high ticket volumes while maintaining service standards.
- Confidence and professionalism when handling complaints, escalations, and stakeholder interactions.
- A proactive mindset and a passion for continuous improvement.
- Ability to thrive in a fast-changing environment with frequent product updates and evolving team responsibilities.
- A team player who can influence others positively and help raise the bar for support quality.
- Experience with Intercom or similar customer support platforms
Benefits
- 25 days annual leave
- Private healthcare
- Pension scheme
- Flexible working hours
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Support Specialist offering excellent service in Athens, Greece, or remotely. Handling inquiries via phone, email, and chat, ensuring high customer satisfaction.
Customer Support Agent providing service to German - speaking clients in Athens. Working remotely or onsite with thorough training and relocation assistance available.
Customer Care and Sales Advisor at Sparklight providing customer support and sales assistance. Engaging with customers about billing, services, and product changes while meeting sales goals.
Ensuring customer cylinder balances and rental bills are accurate as Customer Experience Cylinder Control Specialist at Airgas, an industrial gas supplier. Collaborating with several teams for effective operations and problem resolution.
Customer Service Specialist acting as a liaison between customer service and lab operations. Providing comprehensive support for lab - related inquiries for veterinarians and veterinary staff.
Marketplace Customer Service Specialist providing support for online marketplaces like Amazon, eBay, and Walmart. Navigating platform policies and ensuring customer satisfaction through exceptional service and problem resolution.
Technical Support Specialist providing support for Niagara - based hardware and software solutions at Honeywell. Collaborating closely with engineering teams and assisting developers in their projects.
Technical Developer/Support Specialist providing technical and developer support for Niagara based hardware and software solutions. Experienced in troubleshooting automation software and assisting developers.
Customer Solution Dispute specialist overseeing and researching disputes while providing accurate information to Hapag - Lloyd customers. Collaborating with various departments to ensure efficient dispute resolution and customer communication.