Technical Support Case Handler

Role Overview

• Take ownership of assigned tickets, prioritising workload effectively to meet SLAs and KPIs while maintaining clear and detailed case documentation.
• Use technical knowledge and problem‑solving skills to diagnose issues, identify root causes, and deliver timely solutions, escalating complex cases when required.
• Provide clear, professional, and timely updates to customers.
• Ensure customer satisfaction through proactive communication and resolution.
• Track and report on personal KPIs including case closure rates, first-time fix rates, and customer satisfaction scores.
• Work closely with internal teams (e.g., engineering, product, infrastructure) to resolve complex issues.
• Identify recurring issues and suggest improvements to processes, tools, or documentation.

Requirements

• Proven experience in a technical support or helpdesk role
• Strong troubleshooting and analytical skills
• Excellent written and verbal communication
• Familiarity with ticketing systems (e.g., Freshdesk, Jira)
• Understanding of SLAs and KPIs in a support environment
• Ability to work independently and manage multiple cases simultaneously