Customer Support Specialist

Job Summary

As a Customer Support Specialist (Ticket Analyst) at Solvace within the Customer Success team, you will be the first line of expert support for our customers across the EU and beyond. You will own the end-to-end management of support tickets, ensuring every customer query is handled promptly, accurately, and with genuine care. Working closely with the Customer Success, Account Management and Software Implementation teams, you will triage, investigate, and resolve technical and functional issues raised by customers using the Solvace platform. You will play a critical role in maintaining customer satisfaction, protecting retention, and contributing to the overall success of Solvace’s customer base. This is a role for someone who is naturally curious, highly organised, and genuinely passionate about solving problems and delivering an outstanding customer experience.

We are looking for someone EU-Based (Remote) - France, UK, Germany or Portugal

preferred - French Speaking

Key Responsibilities

Ticket Management and Resolution

• Own the full lifecycle of customer support tickets on a day-to-day basis, from initial receipt through to resolution and clo
• sureTriage and prioritise incoming tickets based on urgency, severity, and customer im
• pactInvestigate and diagnose technical and functional issues raised by customers, working within agreed
• SLAsProvide clear, accurate, and timely responses to customers at every stage of the ticket jou
• rneyEscalate complex or unresolved issues to the appropriate internal teams, including Product, Engineering, and Customer Success Account Managers, with full context and documenta
• tionFollow up on escalated tickets to ensure resolution and keep the customer informed of the st
• atusMaintain a clean and well-documented ticket queue, ensuring all tickets are handled promptly

Customer Experience

• Serve as a trusted, knowledgeable, and friendly point of contact for customers experiencing issues with the Solvace pl
• atformDeliver an exceptional support experience that reinforces customer confidence and drives satisf
• actionProactively identify patterns in customer issues and surface these to the wider team to prevent recurring pr
• oblemsSupport customers in understanding platform features and functionality, providing guidance and best-practice advice where re
• levantContribute to customer onboarding and adoption by assisting with initial setup queries and platform orientation questions

Collaboration and Internal Coordination

• You’ll need to work with senior team members while learning how to effectively diagnose issues but should become very self-sufficient, eventually providing ideas and feedback as to how we can enhance our product to avoid these issues in the
• future.Work closely with Customer Success Account Managers to share customer context, flag at-risk accounts, and ensure a joined-up customer ex
• perienceCollaborate with the Product and Engineering teams to report bugs, reproduce issues, and contribute to platform impr
• ovementsParticipate in team meetings, knowledge-sharing sessions, and training to stay current on product updates and best p
• racticesSupport the development and maintenance of internal knowledge base articles, FAQs, and support documentation
• Contribute to reporting on ticket volumes, resolution times, SLA performance, and customer satisfaction metrics

Process and Quality

• Adhere to agreed support processes, SLAs, and quality standards at
• all timesMaintain accurate and up-to-date records of all customer interactions in the CRM and ticket
• ing systemIdentify opportunities to improve support workflows, response templates, and escalation
• processes Contribute to a culture of continuous improvement within the Customer Success team

Requirements

Essential

• 2 + years of experience in a customer support, helpdesk, or service desk role, ideally within a SaaS or technology
• environmentDemonstrable experience managing and resolving support tickets in a structured, process-driven
• environmentStrong written and verbal communication skills in English, with the ability to explain technical issues clearly to non-technic
• al audiencesHighly organised with excellent attention to detail and the ability to manage multiple tickets simultaneously without drop
• ping qualityA genuine customer-first mindset, empathetic, patient, and committed to delivering a grea
• t experienceComfortable working in a fast-paced, remote-first environment with a high degree
• of autonomyProficiency with CRM or ticketing tools (Zendesk, Jira, Freshedesk, SAP Ser
• vice Cloud )Based in the EU with the right to work in your country of residence

Desirable

• Experience supporting customers in the manufacturing, industrial, or operations tec
• hnology sectorFamiliarity with manufacturing systems and processes, including ERP, MES, SAP or Operational Excellence methodologies (TPM, WCM, L
• ean Six Sigma)Experience working alongside Customer Success or Account Management teams in a B
• 2B environmentProficiency in a second European language — French, German, Spanish, Portuguese, or Arabic particularly valuedExperience contributing to knowledge base or documentation creation
• An interest in Industry 4.0 technologies, including AI, IoT, AR, or VR

What We Are Looking For

Beyond the technical requirements, the right person for this role will bring:

A collaborative spirit: you work well across teams and bring a positive, can-do energy to everything you do

Intellectual curiosity: you enjoy getting to the bottom of a problem and are not satisfied with a surface-level answer

• Resilience and calm under pressure: you can manage a busy queue and a frustrated customer with equal professionalism
• A growth mindset: you embrace feedback, learn from mistakes, and are always looking to improve
• Accountability: you take ownership of your tickets and your customer relationships, and you follow through Ambition: this role is a genuine opportunity to grow within a fast-moving SaaS business, and we want people who want to develop