Customer Technical Support Agent at Fuse Universal

The Role

As a staff member of the Fuse Support team, you will be at the forefront of this transformational LMS technology. You will be the SME to a global list of companies and provide guidance and support during their onboarding and maintenance phases. You will be surrounded by people that are smart, passionate about technology, and who believe that world class support is critical to customer success.

Team members display strong technical skills while providing complex Fuse customer support to both internal and external customers. The team works to create trust and maintain customer loyalty by going above and beyond the customer’s expectations making Fuse Universal the most customer centric LMS provider.

Key Responsibilities (include but are not limited to):

• Ownership of Fuse customer issues
• Quickly assess customer issues in order to provide accurate support
• Work with other Fuse teams to ensure a consistent and high-quality level of support
• Assume responsibility for developing detailed knowledge about Fuse’s specific products and features
• Dig into the details of our extensive product offerings, and/or processes to resolve customer problems
• Be able to work independently, while knowing how/when to handle or escalate critical customer issues
• Manage incoming customer calls with an excellent attitude and great telephone etiquette
• Act as the Voice of the Customer by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• Assist with customer communications and support during critical events
• Manage their queues effectively by working and moving tickets to relevant departments and providing required follow-up
• Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
• Due to the 24x7 operations of the business, must be able to work a flexible work schedule that may include nights, weekends, holidays, overtime, etc.

Experience required

• Excellent verbal and written English communication appropriate for customer-facing duties
• Strong interpersonal skills
• A minimum of two years’ experience in a customer support role within a software or technology company
• Previous experience with ticket desks essential. Jira Service Desk experience beneficial
• Good diagnostic and logical troubleshooting mindset
• Be self-sufficient and capable of proactively taking ownership of issues and developing solutions and communicating with the rest of the business
• In-depth support level knowledge of Desktop client environments
• Solid understanding of IP networking, security and Internet technologies
• Support level knowledge of browser and web app plugins - Flash, Java, JavaScript etc.
• Knowledge of Cloud-based technologies beneficial - Amazon AWS, Virtualisation etc.
• Previous experience using error and performance handling tools beneficial (e.g Airbrake & Newrelic) beneficial
• Knowledge of HTML and CSS will be advantageous

Preferred Qualifications

• IT diploma or certifications
• Exposure to Cloud computing (AWS, Azure, OpenStack)
• Exposure to SaaS service support
• Experience in technical customer service and support working environment
• Complex problem-solving skills
• Excellent oral and written communication skills
• Strong customer focus
• Ability to multi-task in a fast-paced environment
• Self-starter who is excited about technology