Technical Support Agent

Requirements

• Minimum 2 years of experience in tech support is a must.
  
• Be a fast learner, excellent at multitasking, and keen on detail.
  
• Tech-savvy with the ability to perform basic troubleshooting is a key requirement.
  
• Have a general tech background, through work experience and/or training in General IT.
  
• The ability to analyse code and pick errors (not necessarily a coder) is a key advantage.
  
• General understanding of LLMs, AI functions, and troubleshooting skills.
  
• Ability to evaluate hardware conditions.
  
• Experience working with Plain helpdesk (preferred but not a must).
  
• Be flexible and available to take extra shifts, including weekends.
  
• High level of confidence to communicate with native English speakers.
  
• Organized with strong communication skills, able to effectively share information with both technical and non-technical audiences.
  
• Willingness to learn and develop skills in technical support and remote device management.
  
• Friendly, patient, and customer-focused attitude.
  

• Handle 100 tickets per day.
  
• Provide basic helpdesk support.
  
• Document solutions and procedures in knowledge bases (KBs) and FAQs, and maintain them by keeping them updated.
  
• Ensure that support requests are handled within established Service Level Agreements (SLAs), keeping client satisfaction a priority.
  
• Analyse logs and pick important issues for problem-solving or escalating to higher levels.
  
• Set up user accounts, update system credits, and perform data clean-ups.
  
• Assist with system improvements through timely sharing of user feedback and insights.
  
• Escalate complex issues to the appropriate teams when necessary.
  
• Providing exceptional customer service (solving customer problems, answering customer questions confidently) through excellent English communication.