Technical Support Jobs

About The Position

Requirements

• Bachelor’s degree; graduate.
• Excellent written and verbal communication skills.
• Support experience emphasizing excellent customer service.
• Critical-thinking skills.
• Strong initiative and ability to self-manage.
• Ability to work effectively as a team player.
• Ability to work independently and collaboratively.
• Analytical skills, attention to detail, and consistent follow-through.

Nice To Haves

• At least one year of experience in a customer service role is highly desired but not required.

Responsibilities

• Provide Tier 2 customer support in English through email and chat using Zendesk.
• Manage incoming and outgoing calls through the customer service line.
• Research inquiries and requests and confirm customer expectations.
• Effectively manage escalated issues.
• Build and maintain product knowledge by using the knowledge base, reviewing historical records, and keeping up to date with product release notes and updates.
• Follow escalation procedures and assign cases to the appropriate support level when needed.
• Meet applicable individual and team SLA and KPI targets.
• Provide professional and courteous service.