Level 1 Technical Support Agent - Remote

Overview

We are seeking a motivated and detail-oriented Level 1 Technical Support Agent to join our customer support team. The successful candidate will be responsible for providing initial support for our open-banking software plugin, which is utilized by multiple banking clients. This role is pivotal in ensuring a seamless customer experience by efficiently managing, triaging, and resolving support tickets.

In Short

• Serve as the first point of contact for all inbound customer support requests.
• Perform initial analysis and categorization of support tickets.
• Address and resolve basic customer inquiries and issues.
• Skillfully assess incoming tickets for additional context.
• Ensure thorough documentation before escalating tickets.
• Maintain clear communication with customers about ticket status.
• Perform routine administrative tasks on a web platform.
• Actively learn the functionality of the open-banking software.
• Contribute to the knowledge base by documenting common issues.

Requirements

• Proven experience in customer support or technical support.
• Exceptional command of the English language.
• Strong analytical and problem-solving skills.
• Ability to assess and triage issues logically.
• Excellent interpersonal skills for communicating technical concepts.
• A self-starter with the ability to work independently.
• Experience using helpdesk/ticketing software.
• Ability to follow detailed instructions for tasks.
• A strong desire to learn and grow in the role.

Benefits

• Opportunity for advancement to Level 2 support roles.
• Engagement with cutting-edge open-banking technology.
• Supportive team environment.
• Continuous learning and professional development.