We are seeking a talented and enthusiasticSupport Specialist to join our Production Support Team to provideonline Level 2 supportservices to our clients and partners.
Client Support & Operations
Apply your Developer skills and problem solving to investigate escalated issues, including liaising with product development teams.
Working closely with the Engineering and Product teams to gain in-depth technical understanding of our products and how our products interact with its environments and other solutions
Utilise database query skills, understanding of XML data and associated support tools to investigate & resolve issues within SLA
Develop/maintain knowledge base documentation that will enable the diagnosis/resolution of recurring issues for Level 1 & Level 2 Support Specialists
Document technical issues working with the engineering and product team to build a playbook to detail triage and resolution steps
Optimise our support processes to elevate our customer experience
Track and manage issues to resolution, where they have been escalated to L3 SME resources in other teams
Reproduce issues and provide detailed evidence from logs and tests executed in test environments to the Engineering team
Knowledge transfer and mentorial guidance to Level 1 Support Analysts.
Partner retention
Collaborate with the engineering and product team to manage feature requests and user feedback on bugs, issues, critical errors in Production
Provide insights to partners to ensure that they get the most out of the platform with the aim of helping grow our customer base
Provide technical feedback to partners after gathering information, troubleshooting and resolving their inquiries
Provide technical training support for our clients
Document actions in tickets to effectively communicate information internally and to customers
Operational activities
Working with the Operations Manager you will run monthly report cycles and ad-hoc client reports to provide insight on user and client success metrics
In collaboration with the Customer Success Manager and Operations Manager you will provide detailed technical requirements for improvements in our database management tool and documentation
Qualifications
Tertiary qualifications in ICT or related area or at least 2+ years experience in technical support in a SaaS or software company
Experience of working with live chat platform useful but not essential
Experience working with, communicating with and managing, stakeholders and customers
A high level of accuracy and attention to detail is required
Excellent communication and interpersonal skills
Flexible approach, able to operate effectively with uncertainty and change
Driven, self-motivated, enthusiastic and with a “can do” attitude
Additional Information
What else matter’s at Frollo?
Driven by purpose and impact;
Collaborative by approach and defaulting to transparency and communication;
Seeks ownership and accountability in equal measure;
Seeks to understand a problem deeply for the purpose of being able to offer a solution, not to dwell on the problem.