Technical Support Specialist

Summary

Join Zigzag as a Technical Support Specialist and become the primary point of contact for customers and staff seeking technical assistance. You will provide email-based support, manage cases efficiently, and leverage ticketing tools to track and escalate inquiries. This role requires strong technical problem-solving skills, clear communication, and a customer-first approach. You will collaborate with internal teams to improve service delivery and customer satisfaction. Additionally, you will utilize your database and data analytics skills to support data projects and initiatives within the Technical Support team. The ideal candidate possesses extensive experience in technical support, database management, and data analysis, along with strong communication and problem-solving abilities.

Requirements

• Experience with HTTP API integrations, including using platforms such as Postman or cURL
• Hands-on experience working with databases and writing database queries (SQL)
• Extensive experience analysing structured data using tools like Excel, Google Sheets, Looker, and SQL database clients to troubleshoot issues, generate reports, and support decision-making
• Software development domain knowledge, and ability to clearly communicate with software developers about complex issues
• 5+ years in technical roles, such as technical service desk, software development, or similar
• 2+ in a technical service desk role, performing internal or external customer support tasks
• Conducting thorough investigations of technical faults, questions, and enquiries, compiling evidence, and documenting findings
• Understanding of ticket management platforms (eg. Zendesk, Salesforce, FreshDesk, etc) and how to prioritise, track, and manage work using these tools
• Strong written and verbal communication with internal and external customers and stakeholders
• Bachelor’s Degree in IT, Computer Science, or a related field (or equivalent working experience)
• Relevant certifications
• Resourceful, proactive, flexible, and comfortable working in a fast-paced environment
• Robust written and verbal communication skills, with both high- and low-tech stakeholders
• Highly methodical and process-orientated for critical tasks, while still showing innovation when necessary
• Ability to define problem statements before jumping into solution mode
• Ability to multitask and perform effectively under pressure
• Ability to communicate effectively with customers of differing technical ability, and know how to adjust language to suit
• Be a fast-learner and easily adapt to new ways of working
• Ability to interpret data and patterns discovered in it, problem solving skills
• Ability to work effectively remotely— autonomously, or as part of functional or cross- functional teams
• Response and resolution time for customer issues
• Customer satisfaction scores (cSat/CES)
• Adherence to SLAs and protocols
• Contribution to knowledge base and process improvements

Responsibilities

• Provide responsive, empathetic first-line technical support via email and ticketing systems
• Troubleshoot and resolve technical issues, escalating where needed
• Own customer cases end-to-end, ensuring clear communication and timely resolution
• Accurately document customer interactions and resolutions in support tools
• Support customer onboarding and provide helpful resources for ongoing success
• Collaborate with internal teams (e.g. Engineering, Product, Account Management) to resolve complex issues and share customer insights
• Assist with customer data requests and data-driven initiatives
• Contribute to projects and provide customer data insights for internal projects such as investigations, billing, reconciliation, and audits
• Generate and interpret reports that provide insights into customer usage, issues, or outcomes
• Spot recurring issues and contribute to product, process, and support content improvements
• Monitor incidents and escalate risks or emerging trends
• Meet or exceed KPIs and service level targets
• Contribute to documentation and knowledge sharing

Preferred Qualifications

• Payments industry or banking domain knowledge or experience
• Knowledge or experience with the ITIL Service Management (Service Desk ) framework