Resolve technical issues for Operations within SLAs, coordinating with Engineering on bugs, data mismatches, and workflow errors. Manage support tickets, perform root cause analysis, document resolutions, validate data, and identify process improvements. Translate operational concerns into actionable engineering insights while providing technical support, maintaining clear cross-functional communication, and managing multiple priorities.
About the Role:We are looking for a Customer Support Agent who will act as a bridge between the Operations and Engineering teams, ensuring timely resolution of technical issues and effective cross-functional communication. The ideal candidate will have a strong technical aptitude, problem-solving mindset, and the ability to translate operational concerns into actionable insights for the engineering team.
Key Responsibilities:
Key Responsibilities:
- Issue Resolution: Manage and resolve technical issues raised by the Operations team efficiently and within defined SLAs.
- Coordination with Engineering: Collaborate with Engineering to analyse, troubleshoot, and resolve reported system bugs, data mismatches, or workflow errors.
- Cross-Team Communication: Serve as a communication link between Operations and Engineering, ensuring updates and technical findings are clearly shared.
- Ticket Management: Track, prioritise, and close issue tickets using tools such as Jira, Zendesk, or Freshdesk.
- Root Cause Analysis: Identify patterns and recurring issues, escalating to Engineering for long-term fixes.
- Documentation: Maintain detailed records of issues, resolutions, and known error documents for future reference.
- Process Improvement: Provide feedback to Product and Engineering teams to enhance platform performance and usability.
- Operational Support: Support the Operations team with technical queries, data validation, and process alignment.
Requirements:
1. Education: Bachelor’s degree in Computer Science, Information Technology, or any related field.
2. Experience: 1–3 years in a technical support, product support, or operations support environment.
3. Technical Skills:Good understanding of system workflows, APIs, or basic SQL (preferred).
4. Experience with ticketing tools (e.g., Jira, Freshdesk).
5. Soft Skills:Excellent communication and coordination abilities.
6. Strong analytical and troubleshooting skills.
7. Ability to manage multiple priorities and work under pressure.
8. Detail-oriented and proactive.
2. Experience: 1–3 years in a technical support, product support, or operations support environment.
3. Technical Skills:Good understanding of system workflows, APIs, or basic SQL (preferred).
4. Experience with ticketing tools (e.g., Jira, Freshdesk).
5. Soft Skills:Excellent communication and coordination abilities.
6. Strong analytical and troubleshooting skills.
7. Ability to manage multiple priorities and work under pressure.
8. Detail-oriented and proactive.
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