Technical Support Specialist

We are expanding again! We are a forward-thinking, exciting, and creative team who provide web and digital services to the publishing industry. We are looking for someone who is future-driven, resourceful and proactive to provide first-class technical support with the potential to grow and develop within the Glassboxx team.

You will be responsible for ensuring our mobile apps, websites, and data feeds run seamlessly while acting as a vital link between our clients and our development team.

Core Responsibilities

• Technical Troubleshooting: Identify and solve issues within mobile apps, websites, and data feeds.
• Help-Desk Management: Respond to client and colleague queries efficiently via our support software.
• Escalation Point: Act as the primary contact for clients during the technical escalation process.
• QA & Documentation: Test fixes and new product features and maintain clear, accessible documentation.
• Internal Support: Provide technical assistance to internal teams to ensure smooth operational workflows.

• Technical Stack: Experience welcomed using PHP, MySQL, Magento, WooCommerce, Shopify, and APIs.
• Platform Knowledge: Understanding of iOS, Android, and desktop applications, including data importing and app ecosystems.
• AI Integration: An interest in or experience with integrating AI tools and workflows.
• Communication: Superb written and verbal communication skills; you should be confident in a customer-facing environment.
• Project Skills: Proven ability to multi-task with strict attention to detail and excellent listening skills.
• Tools: Proficiency in Google Suite and Microsoft Office.
• Mindset: A positive, flexible, and self-motivated approach to work.

Desirable

• Previous experience in a dedicated Technical Support role.
• An interest in mobile apps, books, or the publishing industry., * Bachelor's (required), * technical support: 4 years (preferred)