Weekend Technical Support Engineer (shift work)

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Responsibilities

• Deliver outstanding customer service to clients on weekends, via Skype, JIRA Service Desk, and email.
• Ensure adherence to strict SLAs for response and resolution times.
• Log customer inquiries and elevate issues to appropriate teams when necessary.
• Analyze and troubleshoot product malfunctions, providing clear guidance to users.
• Identify customer needs and offer assistance with specific product features.
• Follow up with customers to confirm resolution of their technical issues.
• Collect and relay customer feedback to internal stakeholders for continuous improvement.

Requirements

• Previous experience in a customer support or technical support role is advantageous.
• Familiarity with help desk software and remote support tools is a plus.