Provide front-line technical and customer support across multiple channels
Respond to customer enquiries about products and services through online messages, email, and phone.
Provide front-line support across technical, service, delivery, and logistics-related enquiries.
Create and manage customer support tickets to track progress and resolution of customer queries.
Troubleshoot questions relating to setup, configuration, maintenance, delivery, and logistics.
Redirect customers to the appropriate agency or internal department where required.
Escalate customer complaints or unresolved issues to the relevant support team.
Arrange appointments and follow up with customers after initial contact where needed.
Maintain accurate records of customer interactions, actions taken, and next steps.
Provide general customer support across a range of operational and service-related matters.
Ensure inbound and outbound communication reflects a professional, responsive, and customer-focused standard.
Support continuity across support functions as a floating resource where required.
Other position-level duties as they arise.

3-5+ years’ experience in technical support, customer support, or a similar service-focused role.
Bachelor’s degree in a related field or equivalent practical experience.
Familiarity with CRM software and/or ticketing systems.
Ability to learn new systems, products, and processes quickly with strong attention to detail.
Ability to work with minimal supervision and demonstrate a self-starter mindset.
Excellent written and verbal communication skills.
Strong problem-solving and troubleshooting skills.
Ability to work effectively within a team environment.
Positive, can-do attitude with a strong willingness to learn.
Takes initiative and is self-motivated.
Ability to manage multiple enquiries and priorities in a fast-paced support environment.
Strong customer service mindset with the ability to communicate clearly and professionally.

L2 Technical Support Representative – Shifting Schedule

Key skills