Responsibilities
The
Associate Technical Customer Support Engineer, will be the key interface between our clients and the Customer Support team. You will contribute to delivering software and services to ensure a world-class customer experience. You will handle and resolve issues promptly, assist functional consultants as needed, adhere to the SLA, and follow the incident management process.
Customer support operates 24/7, following a follow-the-sun approach across three shifts: APAC, EMEA, and NAM time zones.
Responsibilities & Deliverables:
- Respond to customer requests, including reported issues, questions, or assistance requests, ensuring they can utilise the product appropriately.
- Understand reported issues from a technical perspective and replicate scenarios in our environments.
- Perform technical investigations with root cause analysis, providing solutions or detailed analysis with SMEs.
- Update clients on progress towards issue resolution, track issues sent to other departments, and ensure timely resolution, focusing on client satisfaction and product quality.
- Participate in client meetings and remote sessions to ensure proper communication and expedite issue investigation.
- - Validate defects thoroughly to ensure described scenarios are fixed.
- - Build and provide simple scripts with the assistance of senior colleagues when necessary.
- - Write technical specifications and best practices documentation.
- - Raise or escalate issues with the Team Leader and/or Manager when needed.
- Share knowledge with colleagues.
- Collaborate with cross-functional teams to improve product functionality and customer satisfaction.
- Monitor and report on key performance indicators (KPIs) related to customer support.
Required
- University/Bachelor's Degree in Computer Science, Mathematics, Business IT, or a related major.
- Good knowledge of Incident Management and Ticketing Application tools.
- Basic knowledge of operating systems.
- Excellent written and verbal communication skills in English.
- Strong analytical abilities, attention to detail, stability, responsibility, and customer focus.
- Ability to work independently as well as part of a customer-facing team.
- Customer support experience / knowledge
Good to Have:
- Familiarity with ITIL framework.
- Basic knowledge of Scripting.
- Familiarity with Database
- Understanding of general operating system concepts.
- 1-3 year of customer support experience ( IT , fintech , financial Institute)
