Service Support Specialist

Adverity is seeking a dedicated Service Support Specialist to join our team for a full-time night shift position. In this role, you will act as a technical expert during LATAM business hours, driving the resolution of complex software issues and partnering with our support team to ensure high-quality outcomes for our global clients.

Key responsibilities

• Perform ticket audits and provide hands-on support for complex API and ETL troubleshooting while sharing best practices with the team.
• Actively own and resolve complex customer cases via email and video calls, conducting deep dives into product usage and technical integrations.
• Serve as a consultative partner for clients by analyzing usage patterns and guiding them on how to maximize product adoption.
• Identify recurring trends during your shift to refine help documentation and validate the accuracy of AI-powered support tools.

Requirements

• Previous experience in a 2nd line B2B support role within a SaaS product company.
• A consultative mindset combined with genuine empathy and outstanding communication skills in English.
• Proven experience using support ticketing systems such as Zendesk.
• Excellent prioritization and multitasking abilities to manage real-time workloads effectively.
• Familiarity with web technologies, APIs, ETL processes, or data analytics platforms is highly valued.

What we offer

• The opportunity to work in a fully remote environment within a fast-growing international SaaS company.
• A collaborative culture that prioritizes knowledge sharing and professional development.
• The chance to work with cutting-edge marketing data technology and complex technical integrations.