Technical Support Agent

Job Summary

A company is looking for a Technical Support Agent to assist distributors with technical issues and ensure a seamless customer experience.

Key Responsibilities

• Respond to customer inquiries via live chat and email, maintaining a 1-minute average first response time
• Troubleshoot product and integration issues, escalating to Support Engineers or Product when necessary
• Document resolutions and update internal Zendesk macros and knowledge base articles

Required Qualifications

• Typically, 1-3 years of experience in technical support for a SaaS product
• Experience using tools like Postman, Zendesk, or FullStory for diagnosing issues
• Ability to work in a fast-moving startup environment
• Experience supporting non-technical customers in industrial or logistics contexts is a plus
• Proactive and organized with a genuine sense of urgency