Provide day-to-day support for customers using WCM and HHQ products
Deliver a high-quality customer experience through professional and responsive communication with quick resolution
Troubleshoot product issues across multiple workflows and product lines
Respond to customer inquiries clearly, professionally, and empathetically in written English
Investigate, reproduce, and document software bugs
Submit detailed bug tickets and product enhancement requests to internal teams
Identify when issues require escalation to onshore support, product, or engineering teams
Maintain accurate records of customer interactions and issue resolution
Collaborate with cross-functional teams to ensure timely customer outcomes

Strong written English communication skills
Excellent customer-facing and customer service skills
Ability to communicate professionally, empathetically, and confidently with customers
Moderate Excel skills, including: o Filtering and sorting data o Basic formulas o Working with spreadsheets and reports
Ability to learn and support multiple software products simultaneously
Strong troubleshooting and problem-solving abilities
Excellent attention to detail and organizational skills
Ability to follow escalation processes and work independently
Experience working in a customer support or technical support environment
Nice to Have: Experience using Salesforce
Nice to Have: Experience using Intercom
Nice to Have: Familiarity with SaaS products or software support environments
Nice to Have: Experience creating bug reports or product enhancement tickets

Application Support Specialist – EMEA

Key skills