RemoteRemoteFull TimeSeniorPosted 2mo ago
This is a remote position.
Technical Support Delivery ï· Provide technical support for SaaS and related products, resolving a wide range of customer issues within SLAs. ï· Perform effective triage, diagnosis, and troubleshooting of incidents, identifying root causes where possible. ï· Manage and resolve moderately complex technical issues independently, escalating more advanced cases as required. Customer Engagement & Communication ï· Communicate confidently and professionally with customers and partners via written, phone, and video channels. ï· Provide clear explanations of technical issues and solutions to both technical and non-technical audiences. ï· Ensure a high level of customer satisfaction through proactive updates and reliable support. Case Management & Documentation ï· Own and manage support cases end-to-end, ensuring timely updates, prioritisation, and resolution. ï· Maintain accurate and detailed case records in CRM systems (e.g. Salesforce). ï· Contribute to and maintain knowledge base articles and technical documentation. Collaboration & Escalation ï· Collaborate with internal teams (e.g. engineering, product support) to resolve complex issues. ï· Escalate issues appropriately with sufficient investigation and context. ï· Support knowledge sharing within the team and assist less experienced colleagues when appropriate. Continuous Improvement & Operations ï· Contribute to process improvements, team initiatives, and service optimisation. ï· Participate in training and continue to build product and technical expertise. ï· Effectively manage multiple priorities in a fast-paced environment. ï· Support crisis management processes when required.