Application Support Specialist (EMEA)

Job Description This is a remote position. Key Responsibilities: • 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 • Support operational reporting and data tasks using Excel • Contribute to knowledge base documentation and process improvement initiatives Requirements Required Skills & Experience Essential • 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 • Experience using Intercom • Familiarity with SaaS products or software support environments • Experience creating bug reports or product enhancement tickets