Position Details

Type Not Specified

Experience mid

Exp. Years 2+ years

Education Not specified

Category IT Support & Helpdesk

About this role

Provides technical support to customers, troubleshooting issues related to Voice, Platform Applications, and Segment, primarily via Zendesk and other communication channels.

Key Responsibilities

Troubleshoot technical issues
Maintain customer promises within SLA
Update technical documentation
Identify product defects
Attend team office hours

Technical Overview

Supports troubleshooting of Voice, Platform Applications, and Segment, using tools like Zendesk, and requires knowledge of APIs, JavaScript, and SQL.

Ideal Candidate

The ideal candidate is a mid-level technical support specialist with at least 2 years of experience in customer support roles, proficient in troubleshooting, APIs, and SQL. They should be effective communicators capable of handling complex technical issues via chat, phone, or email.

Must-Have Skills

2+ years of technical customer support experienceAbility to effectively communicate technical conceptsJavascriptAPIsand server side library experienceProficiency with SQL and writing queriesAbility to work Mon-Fri 10am - 7pm

Nice-to-Have Skills

Technical customer support experience with enterprise softwareUsing Zendesk and JIRAUpdating technical documentation

Tools & Platforms

ZendeskJIRAZoom

Required Skills

Customer supportZendeskJIRAZoomTroubleshootingAPIsSQLTechnical documentationTicket managementSLA adherence

Hard Skills

TroubleshootingZendeskZoomChat supportTechnical documentationProduct defect identificationTraining resource developmentTicket managementSLA adherenceCustomer supportJavaScriptAPIsServer-side librariesSQLSQL queries

Soft Skills

Effective communicationProblem-solvingCustomer focusTeam collaborationAdaptabilityTime management

Industry & Role

Industry SaaS

Job Function Technical customer support and troubleshooting

Keywords for Your Resume

Technical SupportZendeskJIRAZoomChat supportTroubleshootCustomer supportSQLAPIsServer-side librariesTechnical documentationTicket managementSLARemote supportCustomer interactionsTroubleshooting

Deal Breakers

Less than 2 years of relevant support experience, Inability to communicate technical concepts effectively, Lack of experience with Zendesk or JIRA, Unavailability to work Mon-Fri 10am - 7pm

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