Technical support - US Shift (Brierley)

Job Description

• Resolving problems on the product’s various features and services, including but not limited to troubleshooting user access, data discrepancies or any other product issues reported.
• Will be required to be on-call once assigned on necessary weekends and holidays
• Ensure all customer issues are resolved within the agreed service level agreements.
• Document and record each customer interaction using the CRM and provide analysis where appropriate to enable engineering team to resolve the issues at hand in an efficient manner
• Ensure customers are updated regularly and frequently with progress using the support team’s ticketing system.
• Work with Engineering and cross-functional teams to identify impact and help prioritize
• Ensure all customer issues raised are ticketed and that all investigation progress is managed and followed up on.
• Execute the Incident Management procedures in the event of a serious live service incident with customers.

Job Requirement

• 2+ years of relevant experience in a customer focused position involving technical knowledge of a companies’ products and services.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent is preferred.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other tools required.
• Professional written and interpersonal skills are essential when communicating with customers and clients as well as with internal stakeholders.
• High work ethic and organizational skills with the ability to self-manage time and deliverables.
• Able to work on rotating shifts that cover weekends and holidays as required.