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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support, particularly in troubleshooting technical issues and managing customer interactions through tools like Zendesk and Jira. Possesses strong analytical skills and a customer-first mindset to enhance service delivery and collaboration with cross-functional teams.
Highest-signal resume keywords
Zendesk ExperienceTechnical SupportAPIs UnderstandingProblem-Solving SkillsCustomer Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportAPIsIntegrationsSystem WorkflowsIncident ManagementTroubleshootingData AnalysisCustomer ProvisioningAccount SetupTicket Management
Soft Skills
Customer-First MindsetAttention to DetailEmpathyPatienceProfessionalism
Tools & Technologies
ZendeskJiraSupport Tools
Industry Keywords
Customer SupportCross-Functional CollaborationService ImprovementTechnical EnvironmentFast-Paced Environment
About the role
Key responsibilities & impact- Act as the first point of contact for internal and external customers via email, phone, and chat through Zendesk
- Monitor, investigate, troubleshoot, and resolve technical issues and incidents within Level 1 scope and defined SLAs
- Provide end-to-end product support, including message and product-related investigations
- Log, track, and manage customer interactions and incidents in Zendesk, Jira, or other support tools
- Maintain proactive customer communication, set expectations, and provide timely ticket updates
- Support customer provisioning, account setup, and onboarding
- Identify, triage, and escalate complex or high-impact issues to Level 2 Technical Support
- Develop and maintain subject matter expertise in APIs, routing, reporting, and product integrations
- Identify recurring issues, trends, and improvement opportunities
- Collaborate with Engineering, Product, and Customer Success teams on issue resolution and service improvement
Requirements
What you’ll need- Prior experience in a support or similar role
- Strong customer-first mindset
- Proven ability to deliver exceptional service in a fast-paced, technology-driven environment
- Strong problem-solving and analytical skills
- Technical passion and ability to quickly diagnose issues, think critically, and communicate clear, effective solutions
- High proficiency in navigating multiple systems and tools
- Strong attention to detail and ability to manage competing priorities
- Excellent communication skills with technical and non-technical customers
- Empathy, patience, and professionalism
- Solid understanding of APIs, integrations, and system workflows is highly desirable
- Experience with ticketing systems such as Zendesk is beneficial
- Experience collaborating with cross-functional teams is beneficial
- Bachelor's degree in Business Information Systems or a related field is advantageous but not essential for candidates with relevant practical experience
Benefits
Comp & perks- Remote working arrangement
- Day off for your birthday
- Generous annual leave program
- Coaching and career development support
- Access to online professional development courses
- Free virtual counselling resources through the global Employee Assistance Program