About the Role
This position involves delivering technical support to customers worldwide in a 24/7 operational environment, requiring strong problem-solving abilities, clear communication, and the ability to work across different shifts.
Responsibilities
- Respond to customer inquiries via phone, email, and chat within defined service level agreements
- Diagnose and resolve technical issues related to software platforms
- Escalate complex problems to appropriate engineering teams when necessary
- Maintain accurate records of customer interactions and resolutions
- Collaborate with cross-functional teams to improve support processes
- Provide after-hours support on a rotating schedule
- Follow established protocols for handling security-sensitive situations
- Assist customers with account configuration and access issues
- Guide users through step-by-step solutions using clear language
- Monitor ongoing incidents and update stakeholders on progress
- Identify recurring issues and recommend product improvements
- Stay current with system updates and new feature rollouts
- Support clients across various industries and technical backgrounds
- Use CRM tools to track and manage support tickets
- Ensure compliance with data privacy regulations during support sessions
- Deliver support in a multilingual environment when required
- Participate in on-call rotations for critical outages
- Conduct post-resolution follow-ups to confirm customer satisfaction
- Adapt communication style to suit diverse cultural contexts
- Maintain a customer-first mindset in all interactions
- Document solutions in the knowledge base for team reference
- Assist in training new support team members
- Report trends in customer issues to management
- Follow change management procedures during system updates
- Uphold service quality standards through regular performance reviews
Nice to Have
- Certification in IT support or related discipline
- Experience in e-learning or LMS platforms
- Knowledge of SCORM or xAPI standards
- Background in incident management frameworks
- Familiarity with monitoring tools like Datadog or New Relic
- Experience with SQL or log analysis
- Additional language proficiency beyond English
- Prior work in 24/7 operational support settings
- Understanding of DevOps practices
- Exposure to tiered support escalation models
Compensation
Competitive salary with benefits package
Work Arrangement
Remote position with 24/7 shift availability
Team
Part of a global customer support team serving international clients
On-Call Expectations
This role requires participation in a rotating on-call schedule to address critical system outages and urgent customer issues outside standard business hours. Candidates must be available to respond promptly during assigned on-call periods and capable of diagnosing high-severity incidents under time constraints.
Performance Metrics
Success in this role is measured by adherence to response time benchmarks, customer satisfaction scores, first-contact resolution rates, and accuracy in issue documentation. Regular performance evaluations will be conducted to ensure alignment with service quality goals.
Technology Stack
Support specialists work with a modern tech stack including cloud-hosted applications, RESTful APIs, single sign-on integrations, and browser-based client interfaces. Familiarity with debugging tools and network diagnostic utilities is essential.
Does not offer visa sponsorship for this role
