Level 1 Technical Support Agent - Remote Eligible

Level 1 Technical Support Agent

Techdinamics is a technology leader focused on simplifying fulfillment processes for shippers and logistics companies worldwide. We innovate to achieve 'The Perfect Order Process', eliminating manual efforts and optimizing shipping and integration solutions.

Techdinamics' Technology Stack

• IntegratedFlow, Any-to-Any Integrations
• techOMS, a powerful OMS designed for brands and 3PLs

Ship, Track, Audit

• techSHIP, a multi-courier shipping solution with 150+ courier integration
• techTRACK, a tracking & analytics portal
• techAUDIT, a courier auditing tool

Who are our customers?

• Fulfillment centers
• Ecommerce brands
• Retailers

Job Brief

We are seeking an enthusiastic Level 1 Technical Support Agent to be our customers' first point of contact. In this pivotal role, you'll tackle technical challenges, enhance customer satisfaction, and contribute to our service excellence. You will have an opportunity to utilize your troubleshooting, analytical, and communication skills to help customers find the best solution to their challenges. Your work will directly impact our mission by improving customer experiences through effective problem-solving and communication.

Responsibilities include but are not limited to:

• Serve as the first point of contact for customers seeking support assistance through our ticketing system
• Perform remote troubleshooting through diagnostic techniques and pertinent questions utilizing our knowledge base as the starting point.
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Escalate unresolved issues to the next level of support as required
• Keep tickets up to date with the progress/analysis made (communication, escalations, proper status management, time tracking)
• Follow-up (internally and externally to customer and other parties) and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Participate in the continual development of our Knowledge Base by documenting solutions or proposing improvements to the existing documentation
• Collaborate with L1 and L2 teams to address complex issues.

Requirements

• IT background (Educational background in IT or engineering preferred).
• Working experience in related activities in the IT sector (hands-on experience in software development and web technologies) is preferred.
• Ability to diagnose and resolve basic technical issues
• Advanced English (equivalent to a C1 level in the Common European Framework)
• Excellent communication skills
• Customer-oriented and cool-tempered
• Experience working with Ticketing tools (preferred)
• Logistics business knowledge (preferred)