Customer Support Specialist

About the role

Proximie is looking for a Customer Support Specialist to join its Beirut office and provide tier 1 and 2 support for users of its surgical platform worldwide. You will troubleshoot audio/visual software, hardware, and administrative issues while feeding valuable feedback to product and engineering teams.

Key responsibilities

• Deliver end‑user support via service desk, email, phone, video conference and chat for audio/visual and hardware issues.
• Tri­age tickets, prioritize based on severity, and manage escalations to tier‑3 or relevant stakeholders.
• Document incidents, maintain ticket queues, and ensure SLA compliance from start to resolution.
• Collaborate with Customer Success, Product and Engineering to drive improvements and update support processes.

Required profile

• Minimum 2 + years of tier‑1/2 technical support experience.
• Strong ability to explain complex technical issues in clear, user‑friendly language.
• Detail‑oriented with excellent documentation skills.
• Flexibility to provide support outside normal business hours for global customers.

Required skills

• Knowledge of network protocols.
• Experience with ticketing and monitoring tools.
• Familiarity with the Atlassian suite (Jira, Service Desk, Confluence).
• ITIL certification or equivalent.
• CCNA or CompTIA Network certification is a plus.

What we offer

• Generous annual leave plus two well‑being days and a birthday day off.
• Summer Fridays with early office closing.
• Annual bonus based on individual contribution.
• $1,000 yearly stipend for personal development.
• Flexible working hours and a flat organisational structure.