Posted on June 3, 2021 By hr_proftit

Technical Support Agent

Job description:

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

As part of this role, the agent will Diagnose and troubleshoot software issues in order to help our customers with the company platforms interface. Additionally, Responsible for ongoing communication with customers, internal company departments, and 3rd party providers in order to reach resolution and ensure customer satisfaction.

Working Days & Hours:

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

Responsibilities:

  • Handle customer technical inquiries through chat, phone and email channels
  • Set up and configure company products as well as external 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 to clients on the company products
  • Communicate with 3rd party software providers to troubleshoot integration issues
  • Prepare reference material for users by drafting operation instructions

Requirements:

  • Proven work experience as a Technical Support Agent, IT Help Desk – Advantage
  • Familiarity with Web API principles – Advantage
  • 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
  • Self learning and “out of the box” thinking capabilities