Support Agent managing customer support queries for cloud - based accounting software. Working closely with users to resolve issues and improve the customer experience in a hybrid work environment.
About the role
- Customer Support Advocate in Global Fraud Solutions providing first level support for customer issues. Engaging with clients for effective issue resolution across APAC and EMEA time zones.
Responsibilities
- Provide excellent customer service by logging, investigating, and resolving queries across our product suite in Fraud system via email, phone, and customer portal.
- Queries will include result and data queries, tier 1 troubleshooting/user knowledge, implementation support and bug escalation.
- Participate in a global support team operating on a rotational schedule across APAC and EMEA time zones.
- Participate in on-call support duties during evenings, weekends, and public holidays, as part of a structured rotation outside standard office hours.
- Follow internal procedures, including escalation procedures to Tier 2 as appropriate.
- Work closely and effectively with other teams / department to resolve queries where necessary
- Meet our agreed SLA to ensure we continue to deliver excellent support.
Requirements
- Previous customer support experience in a Technology and/or Product based company and relevant IT/computing qualification
- Demonstrable work experience in:
- SQL knowledge (Database design would be an advantage)
- PostgreSQL
- Strong analytical skills and structured problem-solving approach
- Interacting and presenting: Communicates confidently and effectively with customers and colleagues alike, both written and verbal
- Organizing and executing: Organized and able to work independently. Delivers results for customers.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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