Technical Support Representative

About the role

This is a customer support role where you will respond to support tickets in a thoughtful, efficient and friendly manner. You will become a product expert, knowing features, modules and even bugs inside and out. You will find the root cause of issues, communicate with the development, product and QA teams to prioritize and resolve customer issues, and proactively communicate with customers on a regular basis to ensure that all their issues and concerns are being dealt with. You will report bugs and feature requests and follow-up upon implementation, and contact and liaise with IT departments to explain requirements and ensure compatibility.

Key responsibilities

• Responding to support tickets in a thoughtful, efficient and friendly manner
• Becoming a product expert, knowing features, modules and even bugs inside and out
• Finding the root cause and communicating with the development, product and QA teams to prioritize and resolve customer issues
• Proactively communicating with customers on a regular basis to ensure that all their issues and concerns are being dealt with
• Reporting bugs and feature requests and following-up upon implementation
• Contacting and liaising with IT departments to explain requirements and ensure compatibility

About you

• 1-2 years of experience
• Proficient in English with strong verbal and written communication skills
• Previous customer facing role experience
• Problem solver with exceptional diagnostic skills
• Knowledge of databases and logs
• Understanding of queries
• Technical aptitude and comfort with technology
• Not scared of code and understand the logic behind it
• Obsessively customer focused with high level of customer service aptitude and ability to manage customer expectations
• Strong time management and prioritization skills
• Curious and genuinely investigates customer issues
• Amazing communicator who listens, builds rapport and responds empathetically to customers
• Master multi-tasker who keeps cool in high-pressure situations
• Knowledge of Salesforce is desirable

About us

Infinit-O is the trusted, customer-centric, and sustainable leader in Business Process Optimization. We empower finance and healthcare organizations to thrive in a digital-first world by combining specialized industry expertise and innovative technology for 20 years. We navigate complex industry landscapes to drive transformative outcomes, helping businesses streamline operations, enhance customer experience, and achieve sustainable growth backed by a world-class Net Promoter Score of 75. As a Certified B Corporation, Infinit-O is committed to the highest standards of social and environmental performance, accountability, and transparency. Our commitment to Diversity, Equity, and Inclusion (DEI) is integral to our mission.