Technical Support Associate
3 weeks ago
We are looking for a skilled Technical Support Associate to join our team at Trekea Mobile. In this role, you will be responsible for providing exceptional support to our customers, ensuring their technical issues are resolved in a timely and accurate manner.
Key Responsibilities:
- Respond to customer queries via our dedicated Support platform
- Determine the criticality of customer issues and enforce customer Service Level Agreements (SLA)
- Report against Customer SLA as necessary
- Assist with kickstarting a Knowledge Base (KB) to ease Support for most common issues
- Analyze and report product malfunctions to the Development team
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
Requirements:
- Bachelor's in information systems, Engineering, Computer Science or similar degree
- Previous experience as a Support Specialist a strong plus
- Experience using help desk software and remote support tools
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Exposure to software design and development lifecycles
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