B2B Technical Support Specialist (1st & 2nd Tier)
Salesflow.io

Headquarters: London
URL: https://salesflow.io

• Professionally handle incoming customer requests via email, chat, and Google Meet.
• Provide prompt troubleshooting assistance for common issues such as login problems, system configuration, and basic platform navigation.
• Walk customers through basic tasks on the platform and explain features.
• Gather necessary customer information to understand and resolve their issues thoroughly.
• Escalate unresolved problems to the team leader or internal teams (Development, Sales, QA).
• Manage and prioritize multiple customer inquiries.
• Record detailed notes for all customer interactions in the ticketing system.
• Collaborate with other regions and support teams to sync up on complex issues.
• Subscription management - Cancellations and expansions

• Investigate more complex technical issues that require a deeper understanding of the platform’s backend functionalities, APIs, and custom integrations.
• Analyze and resolve issues related to the database, queries, and data inconsistencies using SQL.
• Assist with diagnosing software bugs and liaising with the development team to address system-level defects.
• Provide technical support for API and integration-related queries (e.g., custom proxy settings, IPs).
• Identify and implement solutions to recurring technical issues, driving process improvements and enhancing the platform’s functionality.
• Review log files and perform detailed diagnostics on more advanced issues.
• Conduct root cause analysis for escalated cases to ensure long-term resolutions.
• Support the development team in testing patches, updates, and new feature releases to ensure they align with customer expectations.
• Create documentation on technical investigations.

• +4 years of experience in Customer Support (preferably in SaaS or B2B software).
• Excellent communication skills in both written and verbal English.
• Strong troubleshooting and problem-solving skills.
• Experience with ticketing systems, online chats, and managing email support.
• Ability to handle stressful situations, including complaints and demanding customers.
• Highly organised and able to multitask in a fast-paced environment.
• Tech-savvy with an aptitude for quickly learning new tools and technologies.
• Some understanding of relational databases, SQL, and experience running queries.
• Experience diagnosing and resolving API and integration issues.
• Familiarity with software debugging and understanding of log files.
• It is not essential but preferable. I have experience with custom integrations, APIs, IP configurations, and proxy management.
• Ability to collaborate effectively with development and QA teams to resolve technical problems and perform tests.
• Proactive in identifying process improvements and offering solutions.
• Most importantly, independent, given the global remote team and primary US hours contact

• Salary range $25K & $30K
• 23 paid holidays + 8 bank holidays
• Formal training programs to develop technical skills
• Career growth opportunities within the company
• A fun, collaborative, and remote-friendly work environment
• L&D resources

To apply: https://weworkremotely.com/remote-jobs/salesflow-io-b2b-technical-support-specialist-1st-2nd-tier