Technical Support Specialist - T1

📋 Description

• Serve as the first point of contact for inbound support tickets, chats, and emails from AppDirect
• Troubleshoot and resolve platform issues spanning account management, subscription provisioning
• Document all cases with clear, reproducible steps in the ticketing system (Zendesk or equivalent)
• Escalate complex or unresolved issues to Tier 2/Tier 3 support with thorough, complete handoff
• Contribute to and maintain internal knowledge base articles and customer-facing FAQs, reducing
• Consistently meet or exceed SLA targets, CSAT benchmarks, and First Contact Resolution (FCR) KPIs

🎯 Requirements

• 1-2 years of experience in a technical support, customer support, or help desk role, ideally within
• Excellent written and verbal communication skills in English, with the ability to explain technical
• Hands-on experience with ticketing platforms such as Zendesk, Salesforce Service Cloud, or similar
• Strong troubleshooting methodology — you isolate, replicate, and document issues systematically
• Familiarity with web technologies (HTML, JSON, REST APIs) or subscription/billing platforms is a
• French language proficiency is an asset