Technical Support Specialist

About the Role

As a Technical Support Specialist you will be responsible for providing immediate first‑level support to our customers with a customer‑first approach. Your day-to-day will involve responding to phone calls, support tickets, and live chats to assist our customers with any enquiry.

This is a hybrid role – 3 days a week in office.

• Be a guru for Rezdy’s software in every customer engagement across all customer types
• Handle customer enquiries with positive interaction and creative problem‑solving, exploring all possibilities to fully resolve issues
• Identify, test and troubleshoot customer issues and provide timely resolutions
• Keep the customer involved and informed as needed
• Meet and/or exceed the average daily and monthly productivity targets
• Ensure customer emails are responded to within the agreed SLA and maintain a CSat score above target
• Assist in troubleshooting bugs and escalating to the appropriate teams
• Self‑initiate learning to stay up‑to‑date with new product features and developments
• Report trends related to bugs, feature requests and feedback to relevant internal departments
• Ensure the high‑quality maintenance and accuracy of notes within the ticketing system
• Collaborate with the Sales, Customer Success and Development teams to ensure exceptional customer service
• Be a brand ambassador of the Rezdy product
• Embody and champion Rezdy’s values

• Technical Support
  • SLA Achievement Rate: 90% (subject to change each month)
  • CSAT: 90% Target (subject to change each month)
  • FRT: 2 hours or less
  • Phone call and live chat interactions to be handled in a distributed amount according to the Technical Support Manager’s discretion

• Technical Skills and Experience
  • Experience with a telephony system (Aircall)
  • Experience with CRM system / Hub Spot / Zendesk preferred
  • Experience/Interest in software, APIs, HTML
  • Experience in Zendesk or similar helpdesk ticketing tool highly preferred
  • Previous experience in a helpdesk role
• Attributes and Competencies
  • Proven experience in achieving and exceeding targets
  • Empathetic, provides value to customers beyond their expectations
  • Great with customers, passion for giving exceptional service, and ability to influence others to do the same
  • Effective communication skills
  • High attention to detail and highly organized
  • Ability to work autonomously and toward deadlines
  • Sets high standards of personal performance
  • Solutions driven and a team player
  • Adaptable and flexible with an openness to new ideas

Salary Range: 55,000–60,000