Technical Support Specialist

About the Role As a Technical Support Specialist you will be responsible for providing immediate first‑level support to our customers with a customer‑first approach. Your day-to-day will involve responding to phone calls, support tickets, and live chats to assist our customers with any enquiry. This is a hybrid role – 3 days a week in office. What you will do Be a guru for Rezdy’s software in every customer engagement across all customer types Handle customer enquiries with positive interaction and creative problem‑solving, exploring all possibilities to fully resolve issues Identify, test and troubleshoot customer issues and provide timely resolutions Keep the customer involved and informed as needed Meet and/or exceed the average daily and monthly productivity targets Ensure customer emails are responded to within the agreed SLA and maintain a CSat score above target Assist in troubleshooting bugs and escalating to the appropriate teams Self‑initiate learning to stay up‑to‑date with new product features and developments Report trends related to bugs, feature requests and feedback to relevant internal departments Ensure the high‑quality maintenance and accuracy of notes within the ticketing system Collaborate with the Sales, Customer Success and Development teams to ensure exceptional customer service Be a brand ambassador of the Rezdy product Embody and champion Rezdy’s values KPIs Technical Support SLA Achievement Rate: 90% (subject to change each month) CSAT: 90% Target (subject to change each month) FRT: 2 hours or less Phone call and live chat interactions to be handled in a distributed amount according to the Technical Support Manager’s discretion What we are looking for Technical Skills and Experience Experience with a telephony system (Aircall) Experience with CRM system / HubSpot / Zendesk preferred Experience/Interest in software, APIs, HTML Experience in Zendesk or similar helpdesk ticketing tool highly preferred Previous experience in a helpdesk role Attributes and Competencies Proven experience in achieving and exceeding targets Empathetic, provides value to customers beyond their expectations Great with customers, passion for giving exceptional service, and ability to influence others to do the same Effective communication skills High attention to detail and highly organized Ability to work autonomously and toward deadlines Sets high standards of personal performance Solutions driven and a team player Adaptable and flexible with an openness to new ideas Salary Range: 55,000–60,000 #J-18808-Ljbffr Rezdy