Customer Support Specialist (В2В, SaaS)

Precoro is an innovative AI-powered procurement centralization & automation В2В SaaS platform, helping companies eliminate manual tasks and control purchasing activities across all subsidiaries. With over 1,000 customers in more than 80 countries, Precoro has proven its ability to create real business value and deliver substantial cost savings.
As we scale, we’re looking for a Customer Support Specialist

You will drive customer satisfaction at scale by taking ownership of incoming inquiries across our global markets. You will be directly responsible for troubleshooting technical cases, maintaining SLAs, and delivering top-tier support that turns everyday users into long-term Precoro advocates. 💫

Requirements

Responsibilities; Multi-Channel Support: Respond to client queries via chats, emails, video conferences, and phone calls (very seldom) .; Troubleshooting & Escalation: Analyze support requests, troubleshoot issues, reproduce and test reported problems, and escalate cases to the appropriate team when necessary.; Customer Satisfaction: Provide customers with accurate, effective, and customer-focused solutions while ensuring a high level of satisfaction.; SLA & Quality Standards: Meet established service level agreements (SLAs) and support quality standards.; Knowledge Base Maintenance: Document troubleshooting steps, known issues, and resolutions to maintain an up-to-date knowledge base.; Product Improvement: Gather customer feedback and report recurring issues or feature requests to help improve the product.; 🎯 Requirements; Must-Haves:; Relevant Experience: Previous experience in Customer Support, Client Success, or a client-facing role (preferably in B2B or SaaS).; English Proficiency: Proficient written English.; Analytical Mindset: Analytical thinking and root cause analysis.; Attention to Detail: Detail-oriented approach.; Ownership Mindset: Ownership mindset with the ability to take responsibility for customer cases and drive them to resolution.; Nice-to-Haves:; International Communication: Hands-on experience communicating with foreign customers.; Technical Skills: Solid working knowledge of Excel.; Information Processing: Ability to quickly extract key insights and main points from given information.; Adaptability: Willingness to adapt and thrive in a fast-paced, dynamic environment.; Conflict Resolution: Ability to handle and diffuse challenging or stressful customer situations with ease.; Working Hours:; Working aligned with Central European Time (CET); 8am to 5pm CET\ 9am to 6 pm CET; 📈 What Success Looks Like:; 3 Months: