L1 Technical Support Consultant, English C1

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Resolve access, configuration, and connectivity challenges on a cloud-based, AI-enhanced data security platform.

• Examine reported issues, document findings, and escalate unresolved matters to the appropriate teams.

• Analyze system behavior and error trends to determine the origins of technical problems.

• Provide clear and practical guidance to clients and internal teams.

• Support client IT teams with platform deployment and access configuration.

• Keep clients updated on the status of their requests and manage expectations effectively.

• Oversee a Zendesk ticket queue, prioritizing tasks based on urgency and service level agreements (SLAs).

• Monitor recurring issues and share insights to enhance the product and client experience.

• Deliver high-touch, multi-channel technical support through email, tickets, and occasional live sessions for corporate enterprise clients.

⛳️ Requirements

• Exceptional English communication abilities (minimum C1 level for both spoken and written).

• Prior experience in a technical support position for a technical product (software, SaaS, app, or platform).

• Fundamental understanding of cloud concepts (SaaS, cloud-hosted vs. installed software, user access, and permissions) and common issues in cloud-based solutions.

• Methodical troubleshooting skills: confirming the scope of an issue, gathering details, reproducing the problem, and escalating with comprehensive and clear information.

• Practical experience with ticketing systems, including managing queues, priorities, SLAs, and internal documentation.

• Direct experience with Zendesk.

• Tech-savvy, with the capability to quickly learn new products, tools, and processes.

• Customer-oriented and responsible attitude.

• Strong interpersonal skills.

• At least 2 years of experience in a Technical Support, Application Support, or Technical Account Management role within B2B software environments (preferred).

• Familiarity with cloud platforms such as AWS, Azure, Microsoft 365, or Google Workspace (preferred).

• Understanding of cloud architecture (SaaS/IaaS), network fundamentals, and enterprise access controls (preferred).

• Experience using centralized logging tools to investigate connectivity or permission issues (preferred).

🏝️ Benefits

• Fixed schedule: Sunday to Thursday, from 11PM to 7AM EDT, or Monday to Friday, from 4PM to 12AM EDT.

• Opportunity to work fully remotely.

• Inclusive international working environment.

• Compensation in USD.

• Rewards for referring friends.

• Balance between project workload and personal time.

• Internal health policy.

• Responsive leadership committed to your development and long-term cooperation.

• Supportive conditions for self-development.

• Culture based on trust, with no time-tracking requirements.

• Potential benefits and conditions may vary based on engagement terms; independent contractors may not qualify for all employee benefits.

• Specific compensation, benefits, and work conditions will be defined in the agreement upon selection.