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ddroidd Logo ddroidd · Customer Service

Customer Technical Support Analyst

Romania, Cluj · Job Posted March 19, 2026
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Job Description

We are looking for a L1 Customer Technical Support Analyst to be the first point of contact for external users of client applications and related equipment. In this role, you will troubleshoot application and equipment-related issues, provide guidance, and help deliver a smooth and satisfying user experience across multiple client platforms. This is a hands-on, customer-facing role in a supportive and collaborative work environment where you will gain exposure to a variety of modern applications and emerging technologies. The role operates on a shift schedule to provide coverage for external users across different time zones.

Job Responsibility

  • Act as the first line of support for external users of client applications and related equipment via email, ticketing system, phone and contacting users as needed
  • Log, prioritize, and track support requests to meet SLA targets
  • Provide Level 1 support for common application and equipment-related issues and user questions
  • Assist users with access, account issues, and application functionality or equipment usage
  • Perform basic troubleshooting and guide users through resolution steps remotely
  • Escalate complex problems to L2/L3 teams
  • Keep users informed and updated until issues are resolved
  • Contribute to the knowledge base by documenting solutions and best practices
  • Occasionally support the preparation of client proposals by contributing technical insights related to applications and equipment

Requirements

  • Strong communication skills in English and Romanian, with a friendly, customer-oriented approach
  • Analytical mindset and problem-solving abilities
  • Basic IT knowledge (web browsers, Office applications, general troubleshoot)
  • Quick learner, adaptable to different client applications and workflows
  • Organized and able to work efficiently under deadlines
  • Curious and motivated to grow technical expertise across multiple systems
  • Comfortable working in a fast-paced support environment with multiple incoming requests

What we offer

  • Private medical insurance
  • National holidays off, even when falling on weekends
  • Loyalty leave: +1 day/year
  • Continuous professional development opportunities
  • Sports subscription programs
  • Referral bonuses for bringing in new talent
  • Meal tickets
  • Bookster subscription for reading & learning
  • Community and team-building events
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