Technical Support Specialist - EMEA (Remote, Contract)

About 360dialog

360dialog stands as a premier WhatsApp platform serving Independent Software Providers, managing WhatsApp channels for over 800 software solutions and 45,000+ B2B clients. Operating as a bootstrapped, profitable enterprise without external investors, the company enjoys the freedom to make strategic business and technological decisions. Their mission centers on empowering businesses to effectively utilize messaging platforms not only for communication but also to enhance performance and boost revenue. Innovative engineering practices are integrated throughout the company, spanning software development, technical operations, and other organizational areas.

Opportunity Overview

Join a forward-thinking company pioneering the Business Messaging sector. Become part of an experienced entrepreneurial team in a global, profitable, and bootstrapped environment. Engage with a dynamic group of talented professionals, fostering continuous learning and pushing technological boundaries. This fully remote, contract role offers competitive compensation reflective of your skills and experience, enabling you to work from any location worldwide.

Key Responsibilities

• Deliver customer assistance over diverse channels such as support tickets, chat, email, and virtual meetings.
• Coordinate with Level 2 support to devise and apply effective solutions.
• Troubleshoot and resolve technical issues related to WhatsApp API services.
• Assist partners and clients in navigating and utilizing the WhatsApp Business system effectively.
• Maintain communications with WhatsApp and Meta representatives to address queries and issues.
• Collaborate closely with EMEA onboarding and commercial teams for smooth operations.

Candidate Profile

• Possess 3 to 4 years of experience in customer or technical support roles.
• Hold a degree in Computer Science, Science, Technology, or related disciplines.
• Demonstrate a desire to advance into a more challenging technical support capacity.

Required Technical Skills

• Hands-on experience with web development technologies including HTML, JavaScript, CSS, and APIs.
• Proficient in using REST APIs and implementing Webhooks.
• Strong grasp of technical fundamentals as well as helpdesk software operation.
• Fluent English (minimum C1 level) plus proficiency in at least one additional language.

Essential Soft Skills

• Customer-oriented mindset with strong empathy towards clients.
• Exceptional troubleshooting, analytical thinking, and problem-solving skills.
• Effective communication abilities encompassing active listening and adept contextual understanding.
• Capacity to manage multiple tasks efficiently in a fast-paced environment while ensuring precision and thoroughness.

Additional Advantageous Skills

• Experience working with WhatsApp Business API or Meta Graph API.
• Programming capabilities in SQL, JavaScript, Python, or React.
• Knowledge of logging and monitoring tools such as Grafana or equivalents.
• Background in people management.
• Additional language proficiency beyond the required two languages.

Compensation and Contract Details

The remuneration for this role ranges between €20,000 and €30,000 annually, commensurate with experience and alignment with the position's criteria. This is a contractual engagement with complete remote flexibility.

Application Notes

• Applicants must provide their CV and application in English.
• Cover letters must be personally written, clearly explaining the motivation to join the company; the use of AI-generated content is discouraged.
• Prospective candidates consent to background checks that may verify professional and educational credentials.