Hybrid Technical Support Specialist

at Fuse Universal

• Job title: Technical Support Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Associate's Degree
• Tech skills: AWS, Cloud
• Location requirements: Hybrid, Cape Town, South Africa

About the role

• Join a global team as Technical Support Specialist assisting customers with support requests. Shape customer experience through innovative solutions and collaboration with cross-functional teams.

Responsibilities

• You will be in a team responsible for owning client support requests and providing 1st class support to a global customer base.
• You will collaborate closely with others in cross-functional teams to provide solutions and deliver projects to external customers.
• You will work with developers and platform engineers to deliver day-to-day smooth operation and maintenance of the technology infrastructure systems and software.
• Proactively monitor systems and applications and provide input to improve the stability, security, efficiency, and scalability of the platform.
• You will assume responsibility for developing detailed knowledge about Fuse’s specific products and features
• You will be able ‘deep dive’ into the details of our extensive product offerings, and/or processes to resolve complex customer problems
• You need to be able to work independently, while knowing how/when to handle or escalate critical customer issues
• You will be managing incoming customer calls with an excellent attitude and great telephone etiquette
• You will need to act as the ‘Voice of the Customer’ by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• You will be assisting with customer communications and support during critical events
• You will be responsible for managing your own queues effectively by working and moving tickets to relevant departments and providing required follow-up.
• You will be responsible for maintaining acceptable performance metrics (SLAs and OKRs) such as quality, productivity, first contact resolution, and attendance
• Due to the 24x7 operations of the business, you must be able to work a flexible work schedule that will include nights, weekends, holidays, overtime, etc.
• You will be working in an environment that cares about you and supports your personal growth and success.

Requirements

• It is important that you have a minimum of two years of previous experience of working in a technical support role or service desk role, maintaining ‘Business as Usual’ via a proactive and reactive service.
• Your personal attributes should include a “can do attitude” combined with flexibility, whilst being task oriented and committed, ensuring agreed targets and SLAs are met.
• Excellent verbal and written English communication appropriate for customer-facing duties
• You are a fast learner who enjoys stepping out of their comfort zone to develop new skills.
• You are collaborative and can bring your ideas to the table, while still taking in the ideas of others.
• You are proactive and take ownership of analysing, troubleshooting, and providing solutions for difficult problems with strong multi-tasking skills.
• You will need hands on working Knowledge of:
• ○ Support Desk Systems (Freshdesk and Jira Service Desk preferred)
• ○ Error, event and alert handling (Airbrake, New Relic preferred)
• ○ ISO27001 practices and procedures
• ○ In-depth support level knowledge of Desktop client environments
• ○ Solid understanding of IP networking, security and Internet technologies
• ○ Support level knowledge of browser and web app plugins, cookies, cache etc.
• ○ Knowledge of Cloud-based technologies beneficial - Amazon AWS, Virtualisation etc.
• ○ Knowledge of HTML and CSS will be advantageous
• ○ Working with APIs and API testing tools (e.g. Postman)
• If you are a passionate consultant with a good eye for detail, and think you have the skills, drive and talent to help us build our team and product, we’d really like you to come join!

Benefits

• Remote first and flexible working
• L&D - peer and platform learning - it’s at the heart of what we do
• 22 days holiday per full calendar year + your birthday off
• Perkbox - wide ranging benefits; discounted shopping and services
• Medical Aid
• Homeworking/ Wellbeing Allowance
• Employee Assistance Programme
• Enhanced maternity & paternity leave
• Company socials
• Employee recognition awards: Employee of the Month, Long service awards, Employee referral scheme