Category Requirement Tools & Platforms Proficiency in online collaboration and helpdesk tools: Zendesk, Google Workspace (Calendar, Gmail), CRM, JIRA, Confluence, Splunk, Grafana, and slack Mobile Debugging Ability to debug basic mobile hardware and software issues (iOS/Android) and experience in product-specific support. Crisis Management Ability to stay calm during technical emergencies and make sound decisions to handle unexpected system exceptions. Communication High-level verbal and written communication skills to provide clear, step-by-step technical guidance.
- Bachelor’s Degree in Computer Science, Information Technology, or a related technical field.
- Minimum 2+ years of relevant work experience, with at least 1 year specifically in a technical support or operations role.
- Shift Requirement: Must be willing and able to work in a 24/7 rotating shift schedule, including night shifts, weekends, and public holidays.
- Experience in the fintech or banking industry is highly preferred.
- Strong analytical and problem-solving skills with the ability to work independently as an individual contributor.
- First-Line Technical Support: Resolve technical issues and provide immediate assistance to stakeholders using helpdesk tools (e.g., Zendesk, internal ticketing systems).
- 24/7 System Monitoring: Actively monitor system health, reliability, and scalability across all shifts. Identify anomalies and escalate critical issues to L2 Support or Engineering teams promptly.
- SLA Compliance: Execute and track production support activities to ensure all incidents are addressed and resolved within defined Service Level Agreements (SLAs).
- Cross-Functional Collaboration: Partner with the Customer Service team to provide technical solutions for complex user issues that fall outside standard operations.
- Incident Diagnosis: Conduct initial troubleshooting by asking targeted questions to customers or internal teams to identify the root cause of an issue quickly.
- Documentation: Maintain a comprehensive knowledge base by documenting all incidents, troubleshooting steps, and technical resolutions.
- Support Excellence: Adhere to established technical support flows and system administration procedures while maintaining strong stakeholder relationships.
