We are seeking a Level 1 and 2 Support Operator with preferably experience in the passenger transportation services sector. The ideal candidate will be responsible for providing Level 1 and 2 technical support to our clients, ensuring effective and timely resolution of their issues and inquiries. The operator will work within the operations and support team, collaborating with other technical areas to ensure customer satisfaction and service quality.

Responsibilities:

• - Provide Level 1 and 2 technical support to clients, resolving issues and inquiries through various communication channels (phone, chat, email).
• - Record and manage support tickets using ticketing tools such as Zendesk or HubSpot Service Hub.
• - Proactively follow up on tickets, ensuring clear and timely communication with clients to keep them informed about the status of their incidents.
• - Analyze and diagnose reported problems.
• - Collaborate with technical teams to resolve complex issues, escalating cases when necessary.
• - Document and keep the knowledge base and support procedure documentation up-to-date.
• - Monitor customer satisfaction, consistently seeking opportunities to improve support services.

Requirements:

• - Previous experience as a Level 1 and 2 Support Operator.
• - Experience using customer service and technical support management platforms such as Zendesk or HubSpot Service Hub.
• - Experience reviewing logs and analyzing metrics using tools like OpenSearch Dashboards and Grafana.
• - Experience in preventive maintenance, including regular review of logs, metrics, and system alarms to identify potential issues before they become serious incidents and taking corrective actions.
• - Knowledge of the Jira suite for incident management and task tracking.
• - Excellent communication and customer service skills, with the ability to provide efficient and friendly service.
• - Ability to work in a fast-paced environment, managing multiple tasks and priorities.
• - Experience in multi-channel customer support (phone, chat, email).
• - Problem-solving, analysis, and diagnosis skills for technical incidents.

Education and Experience:

• - Medium or higher professional degree related to the position or equivalent training.
• - Four years of previous work experience in support services.

Positive Considerations:

• - Experience in the passenger transportation services sector.
• - Experience in application support in Cloud Native platform environments.
• - Experience using OpenSearch Dashboards and Grafana.

General Requirements:

• - Verbal, written, and interpersonal communication skills.
• - Positive, enthusiastic, persistent, and proactive.
• - Willingness to receive and share knowledge with all team members.
• - Curiosity and continuous effort to learn and improve.
• - Strong orientation towards achieving objectives and challenges.
• - Problem-solving skills and flexibility to participate in projects of various complexity and scope.
• - Autonomous, with the ability to work with a minimum level of technical supervision and successfully work both independently and as part of a team.