Posted on June 3, 2021 By hr_proftit

Technical Support Agent

Job Description:

We are looking for a Technical Support Agent to provide enterprise-level assistance to our customers.

In this role, you will be the main focal point for customer inquiries and requests regarding the company’s products and be responsible to ensure overall customer satisfaction.

Working Days & Hours:

  • Mondays to Fridays. 9 hours rotating shift, 5 days a week, commitment to 3 evening shifts a week. Friday evening shifts can be done remotely.
  • Morning: 09:00 – 18:00
  • Evening: 12:00 – 21:00

Responsibilities:

  • Handle customer technical inquiries through chat, phone, and a ticketing system
  • Set up and configure company products as well as 3rd party components
  • Escalate issues through cross-organizational teams
  • Track and Manage customers ongoing issues via ticketing system and task management platforms (Zendesk, Jira)
  • Follow up with clients to full resolution
  • Perform training sessions with clients on the company’s products
  • Prepare reference material for users by drafting operation instructions

Requirements:

  • Hands-on experience with computer environment
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Knowledge of customer service principles and practices
  • Highly proficient in spoken and written English – MUST
  • Autodidacticism and “out of the box” thinking capabilities
  • Proven work experience in technical support – an Advantage
  • Familiarity with Web architecture, API principles (HTTP protocol) – an Advantage