At Wello Solutions, we believe great support is more than answering questions - it's about creating confidence, solving problems independently, and helping customers succeed.
We're looking for a Senior Helpdesk Specialist who is passionate about technology, fast learning, and delivering excellent service, especially in a complex SaaS and enterprise environment.
If you're someone who thrives on autonomy, picks up new software quickly, and loves turning challenges into solutions, you could be the perfect fit.
This is a remote position - strong self-management, proactive communication, and ownership mindset are key.
Key Responsibilities
- Manage and resolve customer requests independently via Jira Service Desk and other support tools.
- Support users working across our SaaS platform (web and mobile apps), APIs, and integrated systems, especially in enterprise setups.
- Learn complex software solutions quickly and resolve issues with high accuracy and customer satisfaction.
- Create and maintain technical content, FAQs, and a customer-facing knowledge base to help users find answers easily.
- Track and improve SLA compliance, ticket workflows, and overall support performance.
- Work closely with our Product, QA, and Engineering teams to report bugs, prioritize fixes, and deliver real-time updates to users.
- Mentor junior support staff by sharing best practices and troubleshooting techniques.
- Continuously suggest improvements to automate processes and enhance the helpdesk experience.
Required Skills & Experience
- 7+ years of experience in a helpdesk, IT support, or technical customer support role, preferably for SaaS or enterprise software solutions.
- A proven ability to resolve customer issues independently without constant supervision.
- Strong experience writing and maintaining knowledge base content, technical documents, and support guides.
- Previous experience working with or for a European company (Big Plus).
- Strong troubleshooting skills across web applications, mobile apps, APIs, and third-party system integrations.
- Proficient with Jira Service Desk (required); knowledge of Intercom is a bonus.
- Fluent in English - with excellent written and verbal communication skills.
- Highly organized, good at time management, and comfortable working in a fully remote setup.
- A quick learner who can master complex solutions and respond accurately and professionally to customers.
Nice to Have
- Experience supporting Field Service Management (FSM) or Asset Management platforms.
- Familiarity with ITIL support processes.
- Background working with clients in regulated sectors like energy, utilities, or inspection services.
Benefits:
- A pivotal role in the rising FSM Solution with a variety of missions and projects
- A unique opportunity to shape the future of their innovative platform
- A professional, international team with a flat hierarchy and a collaborative environment
Why Join Us?
Wello Solutions is not just a FSM Company; it's a movement toward redefining field service excellence globally. We offer a vibrant work environment with opportunities for professional growth, servicing renowned companies and technical teams across Europe, the USA, and beyond. With the rise of remote work, we embrace flexible working arrangements.
Explore more about this opportunity and join our dynamic team at .