You will act as a key point of contact for customers and internal teams, delivering high-quality technical support while working independently in a fully remote environment.
Key Responsibilities
- Act as a representative of the organisation, supporting its products and solutions for internal and external stakeholders
- Deliver post-sales technical support for products and systems via phone, email, and live chat
- Assist customers, Customer Service, and Sales teams with application-based pre-sales technical enquiries
- Provide specialist product and technical advice to ensure a positive customer experience
- Diagnose and resolve Level 1 and Level 2 issues using remote support tools
- Analyse system data and reports to identify recurring issues and support escalations
- Manage and resolve customer complaints promptly and professionally
- Collaborate closely with Software Engineers, Resellers, and other business teams to deliver customer-focused solutions
- Create and maintain technical documentation, including ticketing records and knowledge base articles
- 2–3+ years’ experience in a technical support or helpdesk role
- A genuine passion for building a career in technology, with a proactive approach to learning
- Strong attention to detail and a logical, problem-solving mindset
- Excellent written and verbal communication skills
- A motivated, enthusiastic attitude with pride in delivering high-quality outcomes
- Advanced computer literacy and confidence using a range of digital tools and systems
- The ability to work independently, manage priorities, and take ownership of the support function in a remote setting
- Experience using Jira and/or Intercom
- ITIL / ITSM experience or certification
