Support Agent - L1 at Techdinamics in Remote

About the Job

Techdinamics is a technology group that specializes in simplifying fulfillment. We are a one-stop solution for shippers that need help integrating with their customers or automating their final-mile shipping process, including label generation for 150+ couriers, tracking visibility, and courier auditing. Our leading-edge technology and services are designed to get shippers to The Perfect Order Process. We want to eliminate manual touchpoints & mistakes and remove all the headaches involved in order fulfillment.

Techdinamics’ Technology Stack

Order Management & Integrations

• IntegratedFlow, Any-to-Any Integrations
• techOMS, a Powerful OMS designed for warehouses to streamline 

Ship, Track, Audit

• techSHIP, a multi-courier shipping solution with 150+ courier integration
• techTRACK, a tracking & analytics portal
• techAUDIT, a courier auditing tool

Who are our customers?

• Fulfillment centers
• E-commerce brands
• Retailers

 

Job Brief

We are looking for an enthusiastic Level 1 Support Agent who will serve as the first point of contact for customers seeking support assistance through our ticketing system. The agent will perform remote troubleshooting using diagnostic techniques and pertinent questions and determine the best solution based on the issue and details provided by the customers.

Responsibilities

Responsibilities include but are not limited to:

• Serve as the first point of contact for customers seeking support assistance through our ticketing system
• Perform remote troubleshooting through diagnostic techniques and pertinent questions (using our Solutions DB as a base)
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Escalate unresolved issues to the next level of support as required
• Keep tickets up to date with the progress/analysis made (communication, escalations, proper status management, time tracking)
• Follow-up (internally and externally to the customer and other parties) and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements in procedures
• Participate in developing our Knowledge Base by documenting solutions or proposing improvements to the existing documentation.

Requirements

• IT background (Educational background in IT or engineering preferred)
• Ability to diagnose and resolve basic technical issues
• Advanced English (written and spoken)
• Excellent communication skills
• Customer-oriented and cool-tempered
• Working experience on related activities in the IT sector (hands-on experience in software development and web technologies) (preferred)
• Experience working with Ticketing tools (preferred)
• Logistics business knowledge (preferred)