Technical Support Agent

Job Summary

A company is looking for a Technical Support Specialist to assist customers with technical issues and improve their experience with the product.

Key Responsibilities

• Provide timely technical support to customers via Freshdesk, resolving issues and answering product questions
• Collaborate with product teams to report issues and help prioritize bug fixes and enhancements
• Drive improvements in support workflows and provide regular updates to the Tech Support Lead on ongoing issues

Required Qualifications

• 1+ years of experience in a first-line support role or equivalent experience
• Proven expertise in navigating Freshdesk and Freshchat
• Solid technical acumen with the ability to troubleshoot effectively
• Familiarity with Big Query or similar reporting/BI tools
• A proactive, self-motivated approach focused on driving positive change in support processes