# Service Support Specialist

**Company:** [Adverity](http://jobs.workable.com/companies/qET5e6buxEvBz7ooQ7qLtc.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** Client Support

[Apply for this job](http://jobs.workable.com/view/d05fac95-361a-46d0-9ca7-4929726942a2)

## Description

We are looking for a **Service Support Specialist** (Night Shift), who will support our customers during LATAM business hours (17:00 – 01:00 Local Time). You will act as a technical expert during your shift, driving resolution of complex software issues and partnering with support agents to ensure timely, high-quality customer outcomes.

This is a **full-time night shift** position based remotely in Bulgaria or Poland.

### Some of the things you’ll work on:

-   **Technical Support & Knowledge Sharing:** Perform ticket audits and deliver hands-on support for complex API and ETL troubleshooting. Share best practices and insights to help agents continuously improve their approach.
-   **Advanced Troubleshooting:** Actively own and resolve complex customer cases via email and video calls. You will deep-dive into product usage, operational matters, and technical integrations (APIs) to provide tailored solutions.
-   **Consultative Partnership:** Act as a solution partner for clients, analysing usage patterns and helping them maximise product adoption through guidance on best practices.
-   **Knowledge Management:** Identify recurring trends during the night shift to refine help documentation and validate the accuracy of AI-powered support tools.

### We’re excited if you have:

-   Previous experience in a 2nd line B2B support role within a SaaS product company.
-   A consultative mindset with genuine empathy.
-   Outstanding written and verbal communication skills, with the ability to build trust and rapport. Strong proficiency in English is required.
-   Experience with support ticketing systems such as Zendesk.
-   Excellent prioritisation and multitasking skills, with the ability to manage real-time workloads effectively.

**Nice to have:**

-   Exposure to web technologies and related stacks (API, ETL, SQL), with confidence troubleshooting technical integrations.
-   Experience with ETL / data analytics platforms.

**Why you'll love it here:**

-   Internal shares program (EDPP)
-   Budget for job relevant training
-   Sustainable merch for all employees
-   Adverity Social Responsibility Days (+2 days paid off)

Are you ready to apply?

The base salary we offer for this position is €25,000.00 - €35,000.00 per year depending on location and experience.[](https://adverity.workable.com/backend/hiring_plan?year=current#:~:text=%E2%82%AC25%2C000.00%20%2D%20%E2%82%AC35%2C000.00%20per%20year)  
**Apply now** if you are ready to revolutionise the way businesses work with marketing data. We look forward to meeting you!