Key Responsibilities

– Provide technical support to customers by phone, email, and chat.
–   Troubleshoot and resolve software issues reported by customers.
–   Escalate complex issues to higher level support as needed.
–   Document support tickets and track issue resolution progress
–   Collaborate with development and other departments to identify and resolve software issues.
–   Participate in the development and improvement of support processes and tools.
–   Keep up to date with product updates and new releases.
–   Provide exceptional customer service to ensure customer satisfaction.
– Always maintain a positive and professional attitude

Requirements:

– 3+ years of experience in software technical support
–   Excellent problem-solving and troubleshooting skills.
–   Ability to work well in a team environment.
–   Strong communication and customer service skills
–   Knowledge of customer support tools and systems
–   Knowledge of Jira and confluence
–   Knowledge of APIs and JavaScript (Nice to have but not Compulsory)
–   Familiarity with software development methodologies such as Agile (SCRUM and KANBAN)

Note:

— Please share relevant CVs at resume@thezedconsulting.com and mention the job title in the subject.