📍 Job Overview

Job Title: Customer Support Specialist
Company: Signicat
Location: Vilnius, Lithuania
Job Type: Full-Time, Hybrid (3 office days per week)
Category: Customer Support
Date Posted: 2025-06-05
Experience Level: Entry to Mid-level (0-2 years)

🚀 Role Summary

Key Responsibilities: Provide exceptional customer support to B2B clients, troubleshoot and resolve issues, collaborate with internal teams, and maintain clear documentation.
Impact: Ensure customers enjoy a seamless and outstanding experience with Signicat's services, contributing to customer satisfaction and retention.

📝 Enhancement Note: This role is part of a distributed team across Europe, offering opportunities for cross-cultural collaboration and learning.

💻 Primary Responsibilities

Customer Interaction: Provide prompt and professional assistance via a ticketing system and phone to B2B customers and partners.
Issue Management: Log, validate, and categorize new support requests, ensuring timely escalation and resolution of complex issues.
Troubleshooting: Investigate and diagnose general issues, applying strong problem-solving skills to deliver effective solutions.
Internal Collaboration: Work closely with various internal teams to address customer needs and continuously improve service offerings.
Documentation: Create and update clear documentation for both customers and internal processes.
Representation: Participate in ongoing training opportunities and represent Signicat with professionalism in every interaction.
Policy Adherence: Uphold company guidelines and policies in all work activities.

📝 Enhancement Note: This role involves working in shifts as part of a structured schedule, ensuring 24/7 customer support coverage.

🎓 Skills & Qualifications

Education: A bachelor's degree is considered a plus but not required. Relevant work experience is more valuable.

Experience: 1+ years of experience in customer support or a similar role is required. Previous experience working in a tech company is considered a plus.

Required Skills:

Exceptional attention to detail and accuracy
Excellent written and verbal communication skills in English
Strong analytical abilities to troubleshoot and resolve issues effectively
A genuine commitment to delivering support that adds value for customers

Preferred Skills:

Ability to understand and troubleshoot technical problems
Familiarity with help-desk systems
Lithuanian language skills

📝 Enhancement Note: While not required, proficiency in additional European languages can be beneficial for this role due to Signicat's pan-European presence.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: 2500-3000 €/month gross. Signicat is open to discussing a competitive salary based on skills, experience, and competencies.

Benefits:

Tailored benefits package by location
Hybrid work style (3 office days per week)
Work-life balance (extra paid days off during summer and Christmas)
Health & wellness (designated packs and access to the Headspace app)
Continuous growth (quarterly development talks, dedicated training time, Udemy courses, career paths, and internal mentorship)
Customised onboarding
Give back to the community (16 hours of paid volunteer time each year)
Be part of an international team (option to work from other Signicat offices or European countries)
Empowering feedback culture (employee engagement tools)
Meet-ups (frequent office gatherings and biennial Kick-off event)
Modern workplace (pet-friendly, outdoor terrace in the vibrant Paupys district)

🎯 Team & Company Context

🏢 Company Culture

Industry: Signicat is a pioneering Pan-European Digital Identity Service Provider, supporting over 170 data sources for seamless identity verification. Trusted by governments, financial institutions, and businesses worldwide, such as General Financing, Compensa Life, Telia, Rimi, Volvo, and many more.

Company Size: Medium to large (450+ professionals)

Founded: 2007 (as Dokobit, merged with Signicat in 2021)

Team Structure: Multimarket, distributed team across Europe, with 13 offices in major cities.

Development Methodology: Agile, with a focus on continuous improvement and customer satisfaction.

Company Website: https://www.signicat.com/

📝 Enhancement Note: Signicat's company culture values innovation, collaboration, and customer focus, making it an excellent fit for individuals passionate about helping people and ensuring their success.

📈 Career & Growth Analysis

Customer Support Specialist Level: Entry to Mid-level (0-2 years)

Reporting Structure: Reports directly to the Customer Support Team Lead, collaborating with various internal teams such as Product, Development, and Sales.

Technical Impact: Directly influences customer satisfaction and retention by ensuring exceptional customer support and service quality.

Growth Opportunities:

Growth in customer support skills and knowledge
Potential career progression into team lead or management roles
Opportunities to work on cross-functional projects and gain exposure to other teams and technologies

📝 Enhancement Note: Signicat's international presence and commitment to employee development offer numerous growth opportunities for motivated individuals.

🌐 Work Environment

Office Type: Modern, pet-friendly workplace with an outdoor terrace in the vibrant Paupys district of Vilnius.

Office Location(s): Vilnius, Lithuania (with additional offices across Europe)

Workspace Context:

Collaborative workspace with a focus on team interaction and support
Access to necessary tools and resources for effective customer support
Opportunities for cross-functional collaboration with other teams and departments

Work Schedule: Hybrid work style with 3 office days per week, offering flexibility and work-life balance.

📝 Enhancement Note: Signicat's hybrid work model allows for a balance between collaborative in-office work and remote flexibility.

📄 Application & Technical Interview Process

Interview Process:

Phone or video call screening to assess communication skills and cultural fit
Technical assessment or case study to evaluate problem-solving skills and customer support approach
Final interview with the hiring manager to discuss the role, team dynamics, and career growth opportunities

Portfolio Review Tips: N/A (not applicable for this role)

Technical Challenge Preparation:

Brush up on customer support best practices and problem-solving techniques
Familiarize yourself with Signicat's products and services
Prepare questions to ask the interviewer about the role, team, and company

ATS Keywords: Customer Support, Problem Solving, Communication, Analytical Skills, Attention to Detail, Technical Troubleshooting, Help-Desk Systems, Team Collaboration, Customer Satisfaction, Customer Retention, Customer Experience, Customer Success

📝 Enhancement Note: Tailor your resume and application materials to highlight relevant customer support skills and experiences, as well as any exposure to tech or digital environments.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Exceptional customer focus and commitment to customer satisfaction
Strong problem-solving skills and attention to detail
Excellent communication skills and active listening
Empathy and a genuine desire to help customers
Continuous learning and improvement mindset

Collaboration Style:

Cross-functional collaboration with various internal teams
Regular team meetings and knowledge-sharing sessions
A supportive and inclusive team environment that values diversity and open communication

📝 Enhancement Note: Signicat's customer support team values a customer-centric approach, continuous learning, and strong collaboration across teams and departments.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing complex customer issues and escalations
Troubleshooting and resolving technical problems with minimal guidance
Balancing customer support workload and prioritizing tasks effectively

Learning & Development Opportunities:

Expanding customer support skills and knowledge
Gaining exposure to new technologies and tools
Developing leadership and management skills (for career progression)

📝 Enhancement Note: Signicat's diverse customer base and international presence offer numerous opportunities for learning and growth in the customer support field.

💡 Interview Preparation

Technical Questions:

Describe a challenging customer support scenario you've faced and how you resolved it.
How do you prioritize and manage your workload when dealing with multiple customer issues simultaneously?
Can you walk us through your troubleshooting process for a complex technical problem?

Company & Culture Questions:

What do you enjoy most about working at Signicat, and what has been challenging?
How does Signicat support the professional development of its employees?
What opportunities are there for growth and advancement within the customer support team?

Portfolio Presentation Strategy: N/A (not applicable for this role)

📝 Enhancement Note: Prepare for behavioral and situational interview questions that focus on problem-solving, communication, and customer support skills. Research Signicat's products, services, and company culture to demonstrate your understanding and enthusiasm for the role.

📌 Application Steps

To apply for this Customer Support Specialist position:

Submit your application through the Signicat Teamtailor job posting.
Tailor your resume and cover letter to highlight relevant customer support skills and experiences.
Prepare for the phone or video call screening by practicing common customer support scenarios and brushing up on Signicat's products and services.
Research Signicat's company culture and values to ensure a strong cultural fit and alignment with your personal goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Specialist