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Esoterica is looking for B2B Tech Support Specialist
Location: Tbilisi, Georgia
Department: Technical Support
Reports To: Technical B2B Support Team Leader
Employment Type: Full-Time, On-Site
Overview:
We are looking for a detail-oriented and technically proficient B2B Tech Support Specialist to join our growing support team. This role is essential in ensuring our B2B partners receive timely, accurate, and professional assistance with technical issues. You’ll be the frontline of our partner’s support operations, helping resolve issues, improve satisfaction, and contribute to the overall efficiency of our support processes.
Key Responsibilities:
Technical Issue Resolution
* Respond to technical inquiries and troubleshooting issues reported by B2B partners.
* Provide clear, concise, and timely updates on issue status and resolution steps.
* Collaborate with internal teams (Product, Engineering, QA) to escalate and resolve complex problems.
Process Adherence & Improvement
* Follow established support workflows and standard operating procedures.
* Identify recurring issues and suggest improvements to processes or documentation.
* Maintain accurate records of support interactions and resolutions.
* Partner Communication & Relationship Building
* Serve as a reliable point of contact for assigned B2B partners.
* Build trust through consistent, professional, and empathetic communication.
* Ensure partner satisfaction by delivering high-quality support experiences.
Team Collaboration
* Work closely with other support specialists and the team leader to share knowledge and best practices.
* Participate in training sessions to enhance technical and customer service skills.
* Contribute to a positive and collaborative team culture.
Qualifications:
Experience
* 2+ years in technical support, preferably in the gaming or software industry.
* Experience supporting B2B clients or partners is a strong plus.
Skills
* Solid understanding of technical troubleshooting and support methodologies.
* Strong communication skills—both written and verbal.
* Ability to manage multiple issues simultaneously in a fast-paced environment.
* Familiarity with support ticketing systems and CRM tools.
Education
* Bachelor’s degree in computer science, Information Technology, or related field preferred.
* Equivalent experience in technical support may be considered.