Cognism is the leading provider of European B2B data and sales intelligence. Ambitious businesses of every size use our platform to discover, connect, and engage with qualified decision-makers faster and close more deals. Headquartered in London with global offices, Cognism’s contact data and contextual signals are trusted by thousands of revenue teams to eliminate the guesswork from prospecting.
OUR WORK MODEL
Hybrid: This is a hybrid role, requiring you to work from our Macedonian office 3 days per week, with flexibility to work remotely on other days.
YOUR ROLE
As a Technical Support Specialist, you will be the first point of contact for customers experiencing technical issues. You’ll play a critical role in diagnosing software problems, resolving CRM integration issues, and ensuring customers get timely, accurate support. Working across email, chat, and video calls, you’ll provide hands-on troubleshooting, escalate when needed, and help create self-service resources. In this customer-centric role, your expertise will drive resolution, satisfaction, and product adoption.
YOUR CHALLENGES & OPPORTUNITIES
Troubleshoot and resolve a range of technical issues—from login problems to CRM integration errors—ensuring a smooth user experience.
Deliver outstanding support via email, chat, and Zoom, tailoring your communication style to the customer’s needs.
Create and maintain clear, user-friendly help guides and support documentation to empower customers.
Escalate complex cases to the appropriate internal teams, ensuring timely and efficient resolutions.
Own issue tracking end-to-end in our support systems, maintaining accurate records for each customer interaction.
Collaborate cross-functionally with Product and Engineering to share insights and improve platform performance.
Continuously identify and act on opportunities to improve support processes, enhance response times, and reduce incoming volume.
OUR EXPECTATIONS
1+ years of experience in a technical support, help desk, or customer service role—ideally in B2B SaaS.
Experience with CRM tools like Salesforce, Hubspot, or Bullhorn, and help desk platforms like Zendesk.
Strong problem-solving mindset, with the ability to quickly diagnose and resolve software issues.
Confident communicator who can explain complex issues clearly and patiently to non-technical users.
Comfortable using remote desktop tools to support customers in real time.
Meticulous attention to detail—able to manage multiple tickets and tasks without losing track.
Collaborative and customer-obsessed, with a proactive, can-do attitude.
Experience supporting SaaS products in a fast-paced, high-growth environment is a plus.
At Cognism, we’re not just building a company - we’re building an inclusive community of brilliant, diverse people who support, challenge, and inspire each other every day. If you’re looking for a place where your work truly makes an impact, you’re in the right spot!
Our values aren’t just words on a page—they guide how we work, how we treat each other, and how we grow together. They shape our culture, drive our success, and ensure that everyone feels valued, heard, and empowered to do their best work.
Here’s what we stand for:
✅ We Are Nice! We treat each other with respect and kindness (because life’s too short for anything else).
🤝 We Are Collaborative. We’re in this together—great things happen when we work as one.
💡 We Are Solution-Focused. Every challenge is just an opportunity in disguise.
💙 We Are Understanding. We empower and support each other to do our best work.
🏆 We Celebrate Individual Contributors. Every role matters, and so do you!
At Cognism, we are committed to fostering an inclusive, diverse, and supportive workplace. Our values—Being Nice, Collaborative, Solution-Focused, and Understanding—guide everything we do, and we celebrate Individual Contributors. We welcome applications from individuals typically underrepresented in tech, so if this role excites you but you’re unsure if you meet every requirement, we encourage you to apply!
