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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in diagnosing technical issues and managing complex customer problems while maintaining high support quality and performance. Proficient in using diagnostic tools and customer support systems to enhance customer experience and operational efficiency.
Highest-signal resume keywords
Technical Support ExperienceCustomer Communication SkillsProficiency with Diagnostic ToolsKnowledge of Ticketing SystemsExperience with Online Ordering Systems
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingAnalytical ThinkingProblem-SolvingTicket ManagementRoot Cause AnalysisKnowledge Base ContributionCustomer SuccessImplementationPayment IntegrationsPOS Systems
Soft Skills
Strong Written CommunicationStrong Verbal CommunicationMentoringCollaborationAdvocacy for Improvements
Tools & Technologies
PostmanSumo LogicZendeskJIRARemote Session Tools
Industry Keywords
Customer ExperienceCSATSLAEfficiency MetricsTechnical Support
About the role
Key responsibilities & impact- Independently diagnose increasingly technical issues using analytical thinking and specialized training
- Respond to customer inquiries and escalations by phone and written ticket interactions while meeting KPIs including CSAT, SLAs, and efficiency metrics
- Escalate tickets to Support, Product, or Engineering resources for troubleshooting and root cause analysis
- Manage customer communication and ticket closure
- Recognize recurring customer issue patterns and advocate for improvements to CX Operations and Support Leadership
- Participate in retrospective issue reviews and root cause analyses
- Manage ticket hygiene and administrative tasks to maintain support quality and performance
- Collaborate across the Support team to resolve escalated tickets
- Share knowledge and improve support capabilities and documentation across all tiers
- Provide informal mentoring and guidance to newer team members
- Operate independently across shifts as a senior point of reference for complex tickets
- Report directly to a Manager of Support
Requirements
What you’ll need- Minimum 2+ years of experience owning complex customer problems end-to-end and learning new systems quickly
- Relevant background in technical support, customer success, implementation, IT, QA, restaurant operations, or similar troubleshooting and customer communication roles
- Direct experience with online ordering, payment integrations, POS systems, or marketing automation preferred
- Proficiency with diagnostic and troubleshooting tools such as Postman, Sumo Logic, system logs, and remote session tools
- Working knowledge of customer support ticketing systems such as Zendesk and JIRA, including advanced features, workflows, and automations
- Experience contributing to internal knowledge bases and documentation
- Strong written and verbal communication, including translating technical concepts for non-technical audiences
- Ability to work traditional and non-traditional shifts or be on-call as business needs arise
- Availability for evening, weekend, and holiday shifts
- Comfort using AI tools to work more efficiently
Benefits
Comp & perks- Fully remote work arrangement
- Flexibility to work from anywhere within the UK