Technical Support Agent (Open for Fresh Graduates)

Infinit-O isn't just about business process optimization, we're about people. For over 20 years, we've been helping some of the world's fastest-growing companies in Financial Services, Healthcare, and Technology achieve multiple strategic advantages through data-driven solutions, high-performance teams, and cutting-edge technology. Our world-class Net Promoter Score of 75 reflects our commitment to excellence and client satisfaction.

But what truly sets us apart is our culture. At Infinit-O, we believe that diversity, equity, and inclusion are the foundation of innovation and sustainable growth. We embrace differences, empower perspectives, and create equal opportunities for everyone. Our people-first approach has earned us the Great Place To Work Certification three times, and as a B Corp Certified company, we're dedicated to making a positive impact not just in business, but in the communities we serve.

With a highly engaged and innovative team, we don't just optimize processes, we also create meaningful change.

What is the role that we need We are looking for a Support Agent to join our team.

Specific Duties and Responsibilities:

1. Deliver exceptional customer experiences by providing timely, accurate, and expert support.

2. Serve as the first point of contact for customer inquiries, issues, and standard technical tasks.

3. Triage, prioritize, and manage cases efficiently, ensuring prompt and precise responses across tickets, chats, and calls.

4. Educate customers on platform functionality and best practices to promote product adoption and self-sufficiency.

5. Act as a Subject Matter Expert (SME) for a designated Product Area by; Investigating technical escalations where data access consent is granted, filing Engineering Escalation (EEQ) tickets with clearly defined business impact and appropriate priority, partnering with on-call engineers during investigations and identifying workarounds when possible.

6. Escalate cases to the appropriate support tier when necessary.

7. Create, update, and maintain Knowledge Articles in alignment with Knowledge Centered Service (KCS) practices to enable effective knowledge sharing and self-service.

8. Support overall organizational objectives and perform additional responsibilities aligned with the scope, capability, and pay grade of the role, as assigned.

Qualifications:

● Minimum of 1-2 years of experience as a Technical Support Agent or 3-4 years in a

customer-focused, support environment.

● Excellent written and verbal English required.

● Proven track record of driving change focused on improving the customer experience (technical support for a SaaS platform).

● Ability to use and create knowledge articles, with an extreme level of attention to detail.

● Ability to train others about technical concepts and issues.

● Ability to work a flexible schedule.

● Experience with JavaScript, HTML, and XML.

● Graduate of B.S. Computer Science or similar degree.

● Experience with Medallia and Salesforce.com Service Cloud knowledge is a plus.