Senior Customer Technical Support Engineer (remote)

August 28

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Masabi

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Ticketing for Smarter Cities

mobile • ticketing • transport ticketing • mobile ticketing • mtickets

201 - 500

💰 Venture Round on 2022-03

Description

• Serve as the primary contact for 1st and 2nd line inbound support requests via phone and email • Respond promptly to requests, gather troubleshooting data, and assist in resolving issues alongside product management and engineering teams • Coordinate customer calls, progress reports, and incident management, ensuring resolution aligns with performance standards • Managing the resolution of technical and non-technical issues in a professional, courteous manner • Troubleshoot a wide range of technical issues on our Justride platform and associated hardware • Assist in customer configuration and setups for special ticketing events and programs • Be part of an initial launch team for testing and quality assurance; perform basic setup and configuration management and liaise with internal delivery teams • Deliver training on our systems and applications via video conferencing and in-person • Develop and maintain technical reference materials, incident management solutions, and online FAQs • Gain a deep understanding of all Masabi products and how they are deployed in real-world scenarios • Participate in on-call rotations during critical launches and go-live periods

Requirements

• Solid experience in enterprise software support within a client-facing role • Strong hands-on technical background with excellent investigative, debugging, and problem-solving skills • Exceptional verbal and written communication skills in English, with the ability to document processes meticulously • Comfortable working independently and as part of a team, especially under strict deadlines • Experienced in using customer service applications (Salesforce, Zendesk) • Enthusiastic about knowledge sharing and mentoring colleagues

Benefits

• Competitive salary package • 15 days paid vacation for each year of service plus 18 public holidays • Private Healthcare • Monthly team bonding allowance • Menopause support • Choice of a workstation • Ability to work for up to 3 months per year from any country in the world • Enhanced family leave • Fun and collaborative environment with a focus on making a difference in the world • Training allowance of up to $750 USD and $250 USD for home office annually