RESPONSIBILITIES
- Proactively handling escalations, responding to issues in Jira and product enhancement requests in Deel speed
- Do pre-investigation on the issues, categorise them accordingly and assign to a relevant team following Service Legal Agreements
- Contact the partners and stay in touch with them to ensure they are fixing issues that impact customers
- Collaborating with other internal teams globally and stay in touch until the issue is resolved
- Communicate clear & concise answers to complex technical questions
- Decrease the level of basic escalations from frontline teams
- Optimize escalation processes to increase the quality and efficiency of operations
REQUIREMENTS:
- 3+ years of experience diagnosing and troubleshooting technical issues in a startup company/environment
- Minimum one year of experience in Customer Support
- Must have experience using SQL and RESTful API
- Working with Atlassian, Zendesk or any CRM, Jira and/or Service Desk
- Ability to explain complex issues in an easy and understandable manner.
- Excellent track of diagnosing and troubleshooting technical issues
- Strong attention to detail and analytical skills
- Ability to read and understand the code to troubleshoot and resolve technical issues
Total Rewards
Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all.
