Technical Support
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Job Description
We are seeking a motivated and detail-oriented Level 1 Technical Support Agent to join our customer support team. The successful candidate will be responsible for providing initial support for our open-banking software plugin which is utilized by multiple banking clients. This role is pivotal in ensuring a seamless customer experience by efficiently managing triaging and resolving support tickets. The ideal candidate will possess excellent communication skills a logical mindset and a passion for technology. Over time this individual will have the opportunity to advance and handle more complex Level 2 support issues.
Key Responsibilities
Frontline Support: Serve as the first point of contact for all inbound customer support requests via our ticketing system email and phone.
Ticket Triage: Perform initial analysis and categorization of support tickets based on predefined criteria.
Initial Troubleshooting: Address and resolve basic customer inquiries and issues guiding users through step-by-step solutions.
Information Gathering: Skillfully assess incoming tickets to determine if additional context such as screenshots logs or detailed descriptions of the issue is required from the customer.
Escalation Management: For technical issues requiring deeper investigation ensure all prerequisites (e.g. reproducibility steps error logs screenshots) are thoroughly documented before escalating the ticket to Level 2 or Level 3 support teams.
Communication: Maintain clear professional and timely communication with customers keeping them informed of their tickets status.
Platform Administration: Perform routine administrative tasks on a web platform and a learning management system following detailed instructions from vendors.
Knowledge Growth: Actively learn the functionality of our open-banking software to progressively handle more complex (Level 2) support tickets.
Documentation: Contribute to our knowledge base by documenting common issues and their resolutions.
Qualifications :
Qualifications and Skills
Proven experience in a customer support call center or technical support role preferably within a software or technology company.
Exceptional command of the English language (both written and verbal).
Strong analytical and problem-solving skills with a keen attention to detail.
Ability to assess and triage issues logically and efficiently.
Excellent interpersonal skills with the ability to communicate technical concepts to a non-technical audience.
A self-starter with the ability to work independently and as part of a team.
Experience in using helpdesk/ticketing software (e.g. Zendesk Jira Service Management Freshdesk).
Ability to follow detailed instructions for administrative tasks.
A strong desire to learn and grow into a more advanced technical support role.
Preferred Qualifications
Experience in the FinTech or banking software industry.
Basic understanding of APIs open banking concepts or financial software.
Familiarity with troubleshooting common web application and software issues.
Additional Information :
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
