Technical Support Specialist
About client:
Established in 2016, our client has empowered thousands of people at events to connect with jobs, colleagues, investors, and more. And as they embark on a journey of rapid international expansion, they take pride in providing the world's smartest event app, designed to prioritize networking. To date, they have digitally transformed thousands of events across 50+ countries worldwide.
Responsibilities
Knowing our product (and its workings) inside and out
Resolving customer issues promptly to ensure the best possible customer experience via email, chat and video calls.
Keeping records of customer and end-user interactions, comments and complaints.
Contributing to our Help Center with continuous product/feature updates and documentation when necessary
Maintaining a positive, empathetic and professional attitude toward customers at all times
Lending a technical perspective to customer issues coming into frontline technical support advisors. This can include:
Reproducing issues and providing simple solutions/workarounds to customers/users in a clear and concise manner
Forwarding necessary information to developers in the product team to help them triage and fix any bugs that may be identified during these customer interactions.
Requirements
Solid troubleshooting skills. It's natural for you to try checking the network tab/inspector in your browser before calling support.
Analyzing symptoms, identifying root causes, and implementing effective solutions.
Knowledge of basic coding skills (HTML, CSS). You understand how a website is developed.
Knowledge of Javascript and other programming languages is a plus.
Prior experience in technical support, preferably at Level 2, is highly advantageous. You should be familiar with ticketing systems, SLAs, and best practices for delivering topnotch support services.
Interest in software and how it's developed.
Analytical mindset, staying calm, and the ability to seek solutions through resources.
Knowledge of APIs and how to use them for data retrieval, authentication, and integration purposes is seen as an advantage.
Excellent verbal and written communication skills in English.
We offer a competitive salary, great benefits and the freedom to work remotely.
Apply Now
Interested candidates please email your resumes to careers@aficorp.global and state the job role you are applying for as the subject.
AFICORP
No: 1B, Dharmaraja Mawatha, Off Alfred House Avenue, Colombo-03.
Contact: +94 11 779 0010
