Remote Technical Support Agent

Summary

Join our team as a Level 1 Technical Support Specialist and be part of a 24/7 team handling first-line customer inquiries through phone, email & chat channels. Assist external and internal customers by monitoring, investigating, and troubleshooting technical issues and incidents.

Responsibilities

• Be the escalation point of contact for the internal and external customers for all technical inquiries
• Engage with customers via phone, email and chat to resolve their technical issues based on the Level 1 Scope of Work responsibilities
• Action request in a timely manner and in accordance within Level 1 SLAs
• Troubleshooting technical issues through to resolution, escalating to L2 support where needed
• Log all incidents/interactions using Zendesk, and where necessary via Jira or other support tooling
• Act as Subject Matter Expert with technical related topics such as API’s, routing, reporting, as well as be proficient in both core products and with our suite of integrations
• Assist with development and improvements of technical support policies and procedures
• Actively contribute to the knowledge base by writing internal and customer processes and procedures
• Conduct RCA following systems incidents and communicating improvements