The Role: 

In this role, you will directly report to the Application Support Manager. As a Helpdesk Engineer, you will play a crucial role in providing technical support and assistance to our clients. You will be the first point of contact for end-users, addressing their inquiries, resolving issues, and maintaining a high level of customer satisfaction. 

This role offers a chance to engage with a range of cutting-edge technology stacks, making it an exceptional opportunity for both learning and advancing your career within the Electrum realm. Beyond the resolution of helpdesk issues, we’re searching for an individual who possesses the drive not only to perform well but to actively identify possibilities for enhancing our systems. Our perfect candidate isn’t content with merely delivering satisfactory work; they aspire to deliver World Class Customer Service in every aspect of their role.

Responsibilities: 

Customer Support:

• Serve as the initial point of contact for customer inquiries and technical issues related to our products
• Provide timely and effective resolution to customer concerns through various communication channels, including email, phone, and chat.
• Provide effective solutions to customer issues. 

Issue Triage and Resolution:

• First response customer interaction, triage and information gathering
• Case hygiene; creation, classification, escalation and management
• Accurately assess, prioritise, and escalate support tickets based on severity and complexity.
• Troubleshoot and resolve Tier 1 technical issues independently and collaborate with Tier 2 support when necessary.
• Troubleshoot and diagnose software problems, escalating complex issues to the appropriate teams when necessary

Documentation and Knowledge Sharing:

• Document, track, and monitor issues to ensure timely resolution and maintain accurate records of customer interactions
• Create and maintain comprehensive documentation for common issues and resolutions.
• Share insights and contribute to the internal knowledge base to enhance team efficiency.
• Create and maintain knowledge base articles and resources to aid customers in self-service issue resolution.
• Adhering to business processes and procedures

Collaboration with Cross-functional Teams:

• Collaborate with engineering teams to communicate customer feedback and contribute to continuous product improvement.
• Work closely with the Application Support team and other departments to ensure a seamless customer experience.

Requirements

Educational qualifications: 

• Relevant Certificate or Diploma 

Relevant experience: 

• 1-2 years proven experience in a technical support or help desk role, preferably in a SaaS environment.
• Strong understanding of SaaS applications, cloud technologies, and familiarity with help desk software (e.g. Freshdesk).

Advantageous for the role: 

• Excellent problem-solving skills and the ability to communicate technical concepts effectively to non-technical users.
• Exceptional customer service skills with a passion for delivering top-notch support experiences.
• Ability to thrive in a fast-paced, dynamic environment and adapt to evolving technologies.
• Technical proficiency in troubleshooting software and hardware issues.
• Ability to work independently and collaboratively in a team-oriented environment.
• This role require a shift rotation and working from the office