SOLVACE
Customer Support Specialist
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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 closure
- Triage and prioritise incoming tickets based on urgency, severity, and customer impact
- Investigate and diagnose technical and functional issues raised by customers, working within agreed SLAs
- Provide clear, accurate, and timely responses to customers at every stage of the ticket journey
- Escalate complex or unresolved issues to the appropriate internal teams, including Product, Engineering, and Customer Success Account Managers, with full context and documentation
- Follow up on escalated tickets to ensure resolution and keep the customer informed of the status
- Maintain 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 platform
- Deliver an exceptional support experience that reinforces customer confidence and drives satisfaction
- Proactively identify patterns in customer issues and surface these to the wider team to prevent recurring problems
- Support customers in understanding platform features and functionality, providing guidance and best-practice advice where relevant
- Contribute to customer onboarding and adoption by assisting with initial setup queries and platform orientation questions
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Collaboration and Internal Coordination
- 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 experience
- Collaborate with the Product and Engineering teams to report bugs, reproduce issues, and contribute to platform improvements
- Participate in team meetings, knowledge-sharing sessions, and training to stay current on product updates and best practices
- Support 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 times
- Maintain accurate and up-to-date records of all customer interactions in the CRM and ticketing system
- Identify 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 environment
- Demonstrable experience managing and resolving support tickets in a structured, process-driven environment
- Strong written and verbal communication skills in English, with the ability to explain technical issues clearly to non-technical audiences
- Highly organised with excellent attention to detail and the ability to manage multiple tickets simultaneously without dropping quality
- A genuine customer-first mindset, empathetic, patient, and committed to delivering a great experience
- Comfortable working in a fast-paced, remote-first environment with a high degree of autonomy
- Proficiency with CRM or ticketing tools (Zendesk, Jira, Freshedesk, SAP Service Cloud)
- Based in the EU with the right to work in your country of residence
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Desirable
- Experience supporting customers in the manufacturing, industrial, or operations technology sector
- Familiarity with manufacturing systems and processes, including ERP, MES, SAP or Operational Excellence methodologies (TPM, WCM, Lean Six Sigma)
- Experience working alongside Customer Success or Account Management teams in a B2B environment
- Proficiency in a second European language — French, German, Spanish, Portuguese, or Arabic particularly valued
- Experience 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
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