Source description
About the role
5-6 years of experience in both administrative roles and technical support, specializing in Zendesk and API integrations.
Proficient in Java and HTML, enhancing technical capabilities for comprehensive support.
Proven track record of positively impacting organizations through the development and implementation of standard operating practices.
Familiarity with start-up environments, demonstrating adaptability to dynamic work settings.
Strong ability to navigate and excel in fast-paced and evolving work environments, with a specific background in technical support roles.
Respond to customer inquiries and support requests via phone, email, or chat
Identifies workaround for bug fixes and support L1 in any issue(s) that they are unable to resolve
Deep understanding of tools like Postman/Datadog/Workato
Collaborate with different teams Ex: DA/Product/CS Dev/QA for effective troubleshooting of customer issues
Troubleshoot and resolve technical issues related to Java and MySQL
Good knowledge of JavaScript with the ability to identify code-level issues and rectify
Write custom scripts and code snippets to automate support tasks and improve support processes.
Collaborate with development teams to resolve complex technical problems.
Expert level understanding of troubleshooting agent desk like Salesforce/Zendesk/Genesys.
Creates and Documents knowledge base articles
Ability to train New Hires in the team on Process, Product and Technology
Effectively mentors multiple L1s in the context of support
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