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Mid LevelFull-timeGo
Salary Range
$32,513 - $43,988 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Agent to join our Customer Operations Tech Support team at Pleo. This role focuses on helping customers resolve technical issues and get the most out of Pleo, with a strong emphasis on troubleshooting technical issues and bugs and reporting them to product teams.
Key Responsibilities
- →Provide timely technical support to customers via Freshdesk, resolving issues and answering product questions.
- →Navigate Freshdesk proficiently, using them to troubleshoot, document, and guide users through problem-solving.
- →Troubleshoot technical issues using solid technical understanding, and communicate solutions clearly to non-technical users.
- →Stay up to date on Pleo products so guidance is accurate and current.
- →Collaborate with product teams to report issues, contribute context, and help prioritize bug fixes and enhancements.
- →Manage and escalate bugs appropriately, including setting clear expectations on timelines and managing user expectations.
- →Drive improvements proactively, identifying areas to optimize support workflows and implementing changes independently where possible.
- →Provide regular updates to the Tech Support Lead on ongoing issues, challenges, and improvement opportunities.
Requirements
- ✓1+ years of experience in a first-line support role (or equivalent experience), handling diverse technical queries.
- ✓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).
- ✓Strong communication skills, including the ability to explain technical concepts to non-technical users.
- ✓A quick learning mindset, picking up new topics and technologies rapidly.
- ✓A proactive, self-motivated approach, focused on driving positive change in support processes.
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