• Manage and resolve support tickets within established response time targets. • Maintain high ticket throughput while ensuring quality is not compromised. • Strive for First Contact Resolution (FCR) to minimize user downtime and reduce escalation volume. • Perform deep-dive technical troubleshooting to identify root causes of system issues. • Ensure all escalations to Level 2 or developments are accurate and comprehensive, including: Clear reproduction steps, Detailed impact analysis, Severity levels and relevant system logs, Testing enhancements and bugs for monthly releases.

• Work as a Technical Analyst • Support compliance operations • Collaborate with team members

• Technical Support : Provide technical support for existing customers in German-speaking and international environments • Complex Problem Analysis : Analyze and resolve complex technical inquiries and support tickets beyond simple troubleshooting • System Diagnostics : Perform error analysis across software, database, and system environments • Bug Documentation : Document and track bugs with close collaboration with development teams • Reproduction Steps : Create clear, reproducible steps and technical descriptions for issue resolution • Testing : Test solutions and releases before deployment in customer environments • Configuration Support : Assist with configurations, customizations, and technical questions • Knowledge Management : Build and maintain documentation and knowledge bases for team and customer use • Improvement Identification : Identify optimization potential and relay customer feedback to relevant teams • International Collaboration : Work with international teams across support, delivery, and development

Role Description We’re looking for a proactive and tech-savvy Technical Support & Automation Specialist to join our team. In this role, you will own a live support queue across our core tooling stack, including HubSpot, Aircall, Stripe, Slack, Zoom, and other internal systems, while continuously improving workflows through automation. This is a fast-moving, SLA-driven environment where staying responsive, managing priorities well, and keeping the queue clean matters just as much as solving any individual request. This role is a strong fit for a Strong Junior - Middle specialist who is highly organized, technically curious, and motivated to make internal operations faster and more efficient. This job is for you if you are: - A self-motivated problem-solver who enjoys working in technical systems and improving how things operate - Comfortable managing a high-volume stream of requests and deciding what needs attention first - Responsive and disciplined in async communication, with strong follow-through and clear updates - Quick to learn new tools and able to troubleshoot independently using documentation and available resources - Calm and reliable during busy periods, even when work is repetitive or unpredictable - A strong written communicator who can explain technical issues clearly to non-technical teammates - Interested in automation and excited by opportunities to reduce manual work using tools and AI Responsibilities - Resolve technical requests in chat across HubSpot, Aircall, Stripe, and other company tools within defined SLAs - Own the support queue end-to-end: triage incoming requests, prioritize effectively, keep work in progress low, and prevent backlog buildup - Proactively escalate blocked or high-risk items rather than allowing them to stall - Support routine operational work and HubSpot administration, including workflows, automations, and reporting - Build and maintain automations across Slack, Aircall, Stripe, Zoom, and other systems - Improve internal processes using tools such as n8n, Zapier, and Google Apps Script - Identify repetitive tasks and continuously look for opportunities to streamline or automate them Qualifications - Experience in technical support, CRM operations, system administration, or a similar hands-on role - Genuine enthusiasm for AI-assisted workflows and practical experience using AI to improve work quality or speed - Familiarity with automation tools such as n8n, Zapier, or Apps Script - Demonstrated ability to manage a high-volume task queue or ticket workload with strong consistency - Strong self-prioritization skills and the ability to make sound decisions when multiple requests feel urgent - Excellent async communication habits, including responsiveness during working hours and proactive follow-up - Ability to learn new tools quickly and troubleshoot independently with minimal supervision - Strong critical thinking and problem-solving skills - Clear written communication and confidence working with non-technical stakeholders - High level of ownership, resilience, and reliability in fast-paced operational work Nice to have - Experience working with HubSpot - Experience with ClearFeed or similar ticketing and SLA-management tools Why this role matters You will help keep our internal operations running smoothly by making sure technical requests are handled quickly, blockers are surfaced early, and repetitive manual work is continuously reduced through automation. Your work will directly improve team efficiency and help internal stakeholders move faster with less friction. Benefits - Competitive Salary and Bonuses: We value your contributions and offer competitive compensation and performance-based incentives. - Comprehensive Benefits: Enjoy gym membership reimbursements, mental health benefits, generous vacation allowances, and complimentary access to all our courses. - Flexible Work Environment: Work remotely with a schedule that accommodates your personal and professional needs. - Growth Opportunities: Join a company committed to your professional development, offering abundant opportunities for career advancement. Why You Should Join ELVTR - Innovative Culture: Be part of a team that values creativity, collaboration, and intellectual curiosity. - Impactful Work: Contribute to a mission that is reshaping the future of online education. - Professional Development: Take advantage of learning opportunities and growth prospects within a forward-thinking company. Join Us If you are a detail-oriented professional ready to contribute to a leading online education platform, we encourage you to apply. Elevate your career with ELVTR. ELVTR is committed to providing equal opportunities and fostering a diverse, inclusive environment for all, whether you join us as an employee or a contractor.