Technical Support
Core
Troubleshoot and resolve customer issues for compliance and risk management software via email, chat, and phone.
Role type
Technical Support Engineer
Builds
Customer self-service knowledge base articles and FAQs
Domain
Risk Management Software / Compliance
Deliverable
client delivery
Required skills
problem solving, client engagement, ticketing systems management, SLA adherence, knowledge base creation, SaaS troubleshooting, user training
Responsibilities
Troubleshoot and resolve customer issues across email, chat, and phone; Manage and prioritise responses to support tickets, escalating critical issues appropriately; Create and maintain knowledge base articles, FAQs, and internal documentation to support customer self-service; Collaborate with product and engineering teams to report issues, share customer feedback, and test new features.
