Technical Support Representative

Position Purpose Statement

The key purpose of this role is to provide exceptional support to MyPass Global's Customer base and their workforce and to resolve their technical queries, concerns and issues by providing clear, accurate and relevant information, in accordance with our service level agreements. This role will also be the front-line interface between our Customer Support Team, and the Product and Engineering teams.

Your Day to Day:

• Advanced Troubleshooting: Resolve more complex technical issues that L1 support cannot handle.
• Problem Escalation: Handle escalations from Customer Support, and escalate to the Engineering team if necessary, providing detailed documentation including actions taken to replicate issues.
• Root Cause Analysis: Investigate recurring or critical problems to identify root causes and propose long-term solutions.
• Collaboration: Work closely with Engineering and Product teams, such as developers, network engineers, and system admins, to resolve complex issues. Attendance and collaboration in development related ceremonies in order to maintain an established connection with the broader development team.
• Customer Communication: Communicate with customers in a more detailed and technical manner, providing clear and effective guidance.
• Knowledge Base Management: Contribute to internal and external knowledge bases, providing in-depth technical documentation for use by both customer support and other internal teams.
• Incident Response: Ability to perform initial prioritisation on confirmed bugs based on the level of severity and urgency to be resolved. Participate in resolving major incidents and outages, working to restore services and minimise downtime.
• Performance Monitoring: Monitor system performance and proactively address potential issues before they become critical problems.

Our Ideal MyPasser:

• Must have a minimum of two (2) years experience in a technical support role.
• Bachelor's degree in Information Technology, Computer Science or a related field is an advantage.
• Ability to analyse complex issues across a variety of technologies (networking, applications) and resolve them effectively.
• Proficiency with diagnostic and monitoring tools, such as Splunk or system performance tools.
• Ability to explain complex technical concepts to both technical and non-technical users.
• Knowledge of databases (SQL, Neo4j, etc) is preferred
• Relevant experience in managing escalated support tickets and documenting resolution processes.
• Ability to work well in a team environment and collaborate across different departments.
• Ability to manage time and prioritise tasks effectively, especially during high-pressure situations like outages.
• Eagerness to stay updated with emerging technologies, best practices, and new tools in the industry.

Development Objectives:

• 0-3 Months

• Build internal relationships with your customer support teammates and other internal stakeholders.

• Develop an intimate understanding of the product and range of use cases.

• Become proficient in the MyPass platform and CRM tool in resolving tickets.

• 3-6 Months

• Develop proficiency in using the Technical Support applications or tools to provide assistance to customer support and other internal customers.

• Start to review and participate in complex ticket resolution processes.

• 6 – 12 Months

• Participate in training exercises to broaden your professional skills

• Helps and supports a new hire TSR as a learner mentor.
• Provides input and ideas for process improvements.
• Becomes proficient in solving complex tickets and achieves a consistent Outstanding Overall performance rating.
• Contribute to the improvement of the internal knowledge base.