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Responsibilities:
- Be the escalation point of contact for technical inquiries.
- Engage with customers via phone, email, and chat.
- Action requests within Level 1 SLAs.
- Troubleshoot technical issues and escalate to L2 support.
- Log incidents using Zendesk and Jira.
- Act as a Subject Matter Expert on technical topics.
- Assist with technical support policy development.
- Contribute to internal and customer knowledge base.
- Conduct RCA following system incidents.
Requirements:
- Exceptional customer service skills.
- Strong problem-solving abilities.
- Proficiency in multiple systems.
- Ability to engage with empathy and patience.
- Familiarity with APIs.
- Bachelor’s degree in business information systems (advantageous).
Benefits:
- Work from home option.
- Day off for birthday celebration.
- Generous annual leave program.
- Comprehensive medical insurance.
- Monthly home internet allowance.
- Free virtual counselling resources.
- Company laptop provided after the first year.
