Technical Support Agent

SOLUTION SUPPORT TEAM
Based in Caerphilly with a global remote reach, our dedicated second-line tech support team is committed to enhancing the customer experience by resolving complex and challenging queries. Our skilled technical professionals excel at problem-solving and delivering high-quality solutions, ensuring seamless operations and satisfying unique customer requests.

THE ROLE
This role aims to elevate the customer experience by ensuring customers use the correct products and experience smooth, effective implementations. The ideal candidate will have a strong foundation in development tools and coding languages like C# and JSON. You’ll work closely with customers and internal teams—including Product, Engineering, and Customer Success—to provide top-tier support, swiftly resolve technical issues, and proactively contribute to product and process improvements.

KEY DUTIES AND RESPONSIBILITIES

• Provide expert support to new and existing customers during product implementations.
• Identify and recommend suitable products for customers, ensuring optimal usage.
• Manage and resolve customer tickets promptly, working toward speedy resolutions.
• Utilise API documentation to troubleshoot and assess ticket issues effectively.
• Develop expertise in C# and JSON to address technical queries for internal and external users.
• Collaborate with cross-functional teams to escalate complex issues and contribute to the development of new features that enhance user experience.
• Proactively analyse support trends to identify product improvements and address potential issues before they impact customers.
• Stay current with Creditsafe products through active participation in product release programs.
• Create and promote best practices, championing continuous improvement within the team.

Note: Additional responsibilities may be assigned by your line manager as required.

SKILLS AND QUALIFICATIONS

• Previous experience in a customer-facing role with a strong customer-centric mindset.
• Strong interest in technology, with the ability to identify and troubleshoot issues in coding languages.
• Ability to understand coding languages such as C# and JSON, with familiarity in API documentation and API integrations to handle complex technical issues. (please note this role does not require you to code, it needs you to help with customer queries and solve issues raised) 
• Basic project management skills to manage multiple customer tickets and tasks efficiently.
• Excellent communication and interpersonal skills, enabling collaboration with customers and colleagues at all levels.
• Proactive problem-solver who takes initiative to resolve issues efficiently.
• Technical proficiency with a solid understanding of internal systems and products.
• Proven analytical and problem-solving abilities, with a commitment to improving customer experience.