Act as the first point of contact for internal and external customers, delivering technical support across email, phone, and chat via Zendesk for our suite of messaging products.
Monitor, investigate, and troubleshoot technical issues and incidents through to resolution, in line with Level 1 scope and defined SLAs.
Provide end-to-end product support, including message and product-related investigations, while accurately logging, tracking, and managing all customer interactions and incidents in Zendesk, and where required, Jira or other support tools.
Maintain clear, proactive communication with customers throughout the lifecycle of a ticket, including setting expectations and providing timely updates.
Support customer provisioning, account setup, and onboarding activities for new and existing customers.
Identify, triage, and escalate complex or high-impact technical issues to the Level 2 Technical Support team for further investigation and resolution.
Develop and maintain Subject Matter Expertise across technical areas such as APIs, routing, reporting, and product integrations.
Identify recurring issues, trends, and opportunities for improvement, contributing to enhancements in product systems and customer experience.
Collaborate with cross-functional teams (e.g. Engineering, Product, Customer Success) to ensure timely resolution of issues and continuous service improvement.

Prior experience in a support or similar role
Strong customer-first mindset
Proven ability to deliver exceptional service in a fast-paced, technology-driven environment
Excellent problem-solving and analytical skills
Proficiency in navigation across multiple systems and tools
Strong attention to detail
Ability to manage competing priorities effectively
Strong understanding of technical concepts such as APIs, integrations, and system workflows (highly desirable)
Experience working with ticketing systems (e.g. Zendesk) and collaborating with cross-functional teams (beneficial)
Bachelor's degree in Business Information Systems or a related field (advantageous but not essential for candidates with relevant practical experience)

WHERE YOU WORK MATTERS – We understand the benefit of a flexible schedule where you can best impact both your personal and work life, so we offer a remote working arrangement.
CELEBRATE YOURSELF – By providing a day off for your birthday, we want you to take the time to celebrate the year you've had with your nearest and dearest.
TAKE A BREAK
Enjoy a generous annual leave program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
TAKE THE NEXT STEP – Coaching and career development support, including access to a range of online professional development courses.
CARE FOR YOURSELF – Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.

L1 Technical Support Specialist

Key skills