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Customer Support Specialist

Tallinn
Full-time
Permanent employee

About us

Bisly is a technology company on a mission to save our planet by making professional intelligent buildings mainstream, so we save energy and fight climate change through deployment of our patented Cloud based building automation portfolio, consisting both of software systems and hardware products. We have achieved market leader position in our home market and are actively looking to replicate that in our target markets in Germany and Poland. 

We are looking for an experienced Customer Support Specialist to join our team of dedicated professionals.

Your mission

As the Customer Support Specialist at Bisly, you will be responsible for owning the quality, scalability, and day-to-day execution of Customer Support by running the L1 support operation with Forus, leading L2 escalations end-to-end, and maintaining the processes, knowledge base, and feedback loops that reduce time-to-resolution and prevent repeat issues, while ensuring clear, confident communication with customers and partners.

Key Responsibilities

As the Customer Support Specialist at Bisly, you will be responsible for:

  • Ensuring clear, consistent communication with customers, partners, and internal stakeholders;

  • Identifying recurring customer issues and sharing structured feedback with product, engineering and operations teams to support product and process improvements;

  • Running and continuously improving our level 1 support operations with external partner (ways of working, SLAs, quality);

  • Owning level 2 escalations through Jira, ensuring tickets are correctly categorized, prioritized, documented and followed through to resolution in coordination with internal teams and partners;

  • Maintaining and improving customer-facing support documentation, FAQs, internal knowledge-base materials and playbooks (triage, escalation, communication standards);

  • Tracking support performance metrics and driving improvements to speed up resolution and reduce repeat issues.

To succeed in this role, you'll have

  • Strong experience in technical troubleshooting (ideally in building automation / BMS, IOT, HVAC, or similar systems);

  • Confidence in customer communication: setting expectations, de-escalating, and explaining technical topics clearly;

  • Experience with Jira or a similar ticketing system, including ticket management, escalation workflows, prioritization and cross-team coordination;

  • Proven ability to run support processes (triage, escalation paths, SLAs/OLAs, playbooks, quality assurance routines);

  • Experience working with an external support partner/vendor (handoffs, quality control, performance follow-up);

  • A structured approach to problem solving (root cause thinking, documentation, preventing repeat issues);

  • Strong written communication and documentation habits (tickets, runbooks, templates, incident updates);

  • Ownership mindset: you drive cases and improvements through to completion without needing heavy oversight.

Why us?

At Bisly, we value talent, innovation, and collaboration. Here’s what you can expect when you join our team: 

  • The chance to work on exciting projects and see your ideas come to life.

  • Wellness compensation or additional health insurance with Stebby.

  • Birthday leave and flexible vacation - your personal 'me time' to relax, explore or spend time with loved ones.

  • Competitive compensation package.

  • Supportive work culture, with team-building events and activities.