Technical Support Senior Associate
Core
Provide timely technical support to customers via Freshdesk, troubleshooting issues, answering product questions, and collaborating with product teams to report and prioritize bugs.
Role type
First-line technical support agent
Builds
Customer support workflows and bug reports for product teams
Domain
SaaS spend management platform
Deliverable
client delivery
Required skills
Freshdesk proficiency, Freshchat navigation, technical troubleshooting, Big Query familiarity, clear communication to non-technical users
Preferred skills
proactive workflow improvement, cross-functional collaboration, rapid learning
Technologies
Freshdesk, Freshchat, Slack, Big Query, Postman, Grafana
Responsibilities
Troubleshoot technical issues and guide users through problem-solving; Navigate Freshdesk to document and resolve tickets; Collaborate with product teams to report issues and prioritize bug fixes; Manage and escalate bugs with clear timeline expectations; Drive improvements by identifying areas to optimize support workflows.
Seniority
Junior, hands-on IC
