Technical Customer Support Agent

📋 Description

• Take ownership of complex or high-impact cases escalated by Tier 1; investigate root causes, assess
• Coordinate remote installations, setup, configuration, testing, and troubleshooting across Flipdish
• Provide responsive, high-quality support for designated key accounts; understand their setup and
• Partner with Product and Engineering on critical customer issues and incidents; provide clear
• Maintain customer observability across contacts, escalations, installations, and incidents
• Act as a senior point of contact for Tier 1 agents during assigned shifts; monitor queues, review

🎯 Requirements

• At least one year of experience in customer support, technical support, service operations, or a
• Have handled complex technical issues and customer escalations in a fast-paced environment, using a
• Can remain calm, exercise sound judgement, and take ownership when customers are frustrated
• Have experience coaching, mentoring, or providing operational guidance to less-experienced
• Can prioritise competing work based on customer and business impact while managing multiple complex
• Communicate fluently in English, with excellent verbal and written skills, and can translate

🎁 Benefits

• Time off: 24 days annual leave + public holidays + company days (e.g. Summer Fridays, seasonal)
• Private healthcare: OPD + IPD coverage
• Transport: Company-provided pick-and-drop service
• Team connection: Quarterly team meet-ups and company events