Our Customer Support Agents are responsible for responding to user inquiries and support requests. This role involves gathering information for each ticket, identifying the root cause, and implementing solutions within our SLA guidelines. You will also manage incoming support requests, evaluate their urgency, and escalate issues when necessary. We seek a detail-oriented, curious individual with a strong commitment to delivering effective solutions for both clients and colleagues. As a professional team player, you should be eager to grow in your career and passionate about customer service. Strong client-facing skills, analytical thinking, and technical aptitude are essential to assess issues and recommend the best solutions confidently. As a representative of our company, you will play a key role in delivering exceptional customer service. Respon sibilities: Manage inbound support tickets (telephone and email), triaging and prioritising accordingly. Record and manage all tickets using the company's ticketing software Keep customers updated as to the progress of open tickets Diagnosing, resolving, and triaging technical issues Escalating incidents and issues where necessary Liaising with internal stakeholders to facilitate swift ticket resolution Managing application configuration changes Provide systems support to clients and associated companies Delivering excellent front-line service to our customers in a professional and courteous manner Providing both non-technical and technical support Guide our clients in optimising their processes through our best practices Raise issues & risks to the product team and Customer Support Manager as necessary