Technical Support Representative (Level 1)
Triton Digital is looking for a Technical Support Representative (level 1) to fill a position within their Customer Support team. You will have the opportunity to support a wide range of Triton Digital business applications and services provided to our clients worldwide. You will be mainly responsible for technical communication with our clients and partners, as well as technical problem solving. You will also work closely with development and implementation teams to learn the complexity of our systems and to ensure optimal performance.
REMOTE position: This role can be work from home based or from our Pretoria office as needed.
At Triton Digital, we pride ourselves on providing outstanding customer support. It's what sets us apart from competitors and why our users love us.
- Ensure front-line customer relationships via email in a highly professional manner.
- Respond to emergency requests via phone in a highly professional manner.
- Provide first-level response for the most common client issues
- Ensure ticket routing to our various specialized support agents
- Identify, categorize and document technical issues within the servicing platform.
- Troubleshoot level issues within pre-determined SLA deadlines.
- Apply or improve troubleshooting, escalation, and documentation processes.
- Monitor platforms and analyze daily reports in order to identify and resolve issues.
- Keep up to date with the complete range of Triton products and their associated operational tools and how to use them (ex: user guides, knowledge base).
- Understand and identify our client base and stay current on what and how they use our products. Good knowledge of our client base, the products and solutions they use.
- Escalate documented issues when required.
- 2 years experience or more within a technical role that was client facing;
- Experience in troubleshooting Windows environments and internet networking is a huge asset
- Excellent written and verbal communication skills in English (required)
- Experience multi-tasking and prioritizing effectively with a high volume of support queries (required)
- Good written and verbal communication skills in a second language is an asset
- Excellent problem-solving skills (required)
- Excellent ability to think outside the box to improve efficiency and effectiveness in processes (required)
- Good organization and collaboration skills (required)
- Experience with web audio or video streaming technologies is an asset
- Understanding of broadcast radio, podcasting is an asset
- Experience troubleshooting software logs is an asset
- Experience with customer support platforms like Salesforce, Intercom or Zendesk is an asset