Customer Support Specialist
- Atlanta
- Hybrid
About the Opportunity
Speria is looking for a customer-focused Support Analyst to join our Global Support team in Atlanta. You will help enterprise software customers resolve technical issues, keep them informed throughout the support process, and get the most value from the products they rely on. This role is well suited to someone who enjoys solving problems, learning how complex systems work, and taking ownership of the customer experience.
Speria provides enterprise solutions that support live animal protein production. Our products help customers use real-time information to improve operational insight and responsible production across the supply chain.
What You Will Do
- Provide Level 1 and Level 2 support, including diagnosis, resolution, escalation, and customer communication.
- Investigate application, configuration, data, and software issues using a structured troubleshooting approach.
- Read and interpret SQL to support investigation of data-related problems.
- Document support activity, troubleshooting steps, decisions, and resolutions in the designated support system.
- Communicate clear status updates, next steps, and expected resolution timelines to customers.
- Partner with Development, Projects, and other technical teams to investigate defects and complex issues.
- Support customers during post-go-live hypercare and help stabilize new implementations.
- Create and improve knowledge articles, troubleshooting guides, support documentation, and standard processes.
- Identify recurring issues and contribute to product, process, and application-reliability improvements.
- Develop deeper expertise in the products and modules used by assigned customers.
- Share knowledge with teammates and provide training or guidance when appropriate.
Skills & Requirements
What You Bring
- Experience supporting customers in a B2B software, SaaS, enterprise application, or similarly technical environment.
- Experience working with support tickets and a ticketing platform.
- Working knowledge of SQL, including the ability to read and understand queries or data logic.
- Strong written and spoken English communication skills.
- Strong troubleshooting, problem-solving, documentation, and customer communication skills.
- A high level of ownership, curiosity, follow-through, and comfort collaborating across teams.
Helpful, but Not Required
- Zendesk experience.
- Azure DevOps or another issue and defect tracking system.
- Experience supporting configurable or customized enterprise applications.
- Knowledge-base creation, post-go-live support, root-cause analysis, or module-specialist experience.
- Bachelor's degree in a related field or equivalent practical experience.
- Windows and Microsoft 365 familiarity.
EEO Statement
Integrated into our shared values is Speria MTech’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Speria MTech is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance, and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at Speria MTech has an ongoing responsibility to respect and support a globally diverse environment.
About the company
In a world with an ever-growing population with climate and sustainability challenges and with changing consumer demands, the global food industry is going through a profound transformation.
Did you know that 815 million people go to bed hungry every night. At the same time, 1/3 of all food being produced globally is wasted.
The Speria business is all about changing this. Not only to improve animal welfare, drive yield and sustainability for actors in the global food supply chain, but also to help to feed the world by enabling change in the way we farm and produce food.
Our contribution is to create a digital ecosystem including data capture platforms as connected controllers and IoT and sensors, that together with predictive AI and real-time monitoring allow farmers and growers to improve animal welfare and maximize production while minimizing waste and Co2 emissions – ensuring a transparent and sustainable food production for a growing population.
Speria – spearheading digitalization by providing innovative solutions enabling the green transition.
Thurston Renwrick | Contact Person
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