PROFTIT, an international company, provides unique management software for the Fintech industry, which enables businesses to create extraordinary customer relationships with cutting-edge technology and the most innovative and flexible CRM solution in the market.
We are looking for a Technical Support Representative to provide enterprise-level assistance to our customers.
As part of this role, the agent will diagnose and troubleshoot software issues to help our customers with the company platforms interface.
Additionally, the agent will be responsible for ongoing communication with customers, internal company departments, and 3rd party providers to reach resolution and ensure customer satisfaction.
Working hours: 12-9pm Responsibilities: Handle customer technical inquiries through chat, phone, and email channelsSet up and configure company products as well as external componentsEscalate issues through cross-organizational teamsTrack and manage customers' ongoing issues via ticketing system and task management platforms (Zendesk, Jira)Follow up with clients to full resolutionPerform training sessions for clients on the company productsCommunicate with 3rd party software providers to troubleshoot integration issuesPrepare reference material for users by drafting operation instructionsRequirements: At least 1 year proven work experience as a Technical Support Agent or IT Help Desk – AdvantageFamiliarity with Web API principles - AdvantageHands-on experience with computer environmentsExcellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalKnowledge of customer service principles and practicesHighly proficient in spoken and written English – MUSTSelf-learning and "out of the box" thinking capabilities are essential.
Seniority levelEntry level
Employment typeFull-time
Job functionCustomer Service
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