Job Overview
• Respond to customer inquiries promptly and professionally.
• Answer common product questions using approved documentation and knowledge base articles.
• Gather complete troubleshooting information before escalating technical issues.
• Perform basic troubleshooting using documented procedures and support playbooks.
• Accurately classify tickets by severity, category, and ownership.
• Escalate issues that fall outside documented procedures or trained support scope.
• Keep customers updated throughout the support process.
• Maintain complete and accurate ticket documentation to ensure smooth handoffs.
• Identify documentation gaps and suggest updates to internal support resources.
• Participate in rotating global support schedules as required.
Requirements
- • 1–2 years of professional technical customer support experience, with hands-on experience supporting SaaS or web-based products.
• Hands-on experience with Zendesk, Intercom, Freshdesk, Jira Service Management, Salesforce Service Cloud, or a similar ticketing platform.
• Basic understanding of HTTP, web applications, and APIs.
• Familiarity with GitHub, including repositories, pull requests, branches, commits, and issues.
• Familiarity with Git concepts and software development workflows is required.
• Familiarity with AI tools is required.
• Strong basic troubleshooting skills, including the ability to gather relevant information such as browser errors, screenshots, logs, URLs, environment details, and reproduction steps.
• Ability to accurately document technical issues, perform basic troubleshooting, and determine when an issue requires escalation.
• Excellent written and verbal English communication skills, as the role involves both phone and email support.
• Must be comfortable and confident handling phone inquiries and providing technical assistance to customers.
• Strong customer service skills with the ability to explain technical information clearly to non-technical customers.
• Ability to follow technical procedures accurately while applying sound judgment.
• Strong attention to detail, particularly when gathering and documenting technical information.
• Ability to manage multiple tickets and competing priorities.
• Comfortable asking probing questions to fully understand customer concerns.
• Quick learner who can understand new products, workflows, and technical concepts with minimal repeated instruction.
• Comfortable supporting customers across varying schedules, including weekends, holidays, and non-standard business hours.