Technical Support Agent at Yoyo

Job Description

Yoyo strives to deliver world-class customer support at speed. This requires motivated, detail-orientated and driven Technical Support Agents to perform the below tasks:

• Ensure all tickets logged are correctly categorised, at the appropriate level to allow detailed data analysis that will be used to identify possible problems.
• Ensure that assigned tickets are attended to and resolved within contracted SLA's.
• Ensure internal and external ticket communication is performed in a professional and timely manner.
• Escalate incidents / issues timely and accurately.
• Ensure that analysis for manual reporting is accurate and done timely.
• Answer telephone calls and log related tickets to the Service Desk.
• Support Knowledge sharing / documentation creation within the department.
• Actively engage in knowledge sharing with DevOps / Product teams.
• Consistently live out, act, work and exhibit behaviours aligned to and congruent with company values.

Knowledge, Skills & Aptitudes

• Strong understanding of IT systems
• Knowledge of Zendesk or similar ticketing systems
• Strong proficiency in Excel
• Ability to manage competing timelines and priorities
• Excellent writing skills
• Hard work and self-motivated
• Strong problem-solving skills and attention to detail
• Able to work in a fast paced and challenging environment
• Ability to use SQL is an asset, although not essential
• Adaptability, creativity and innovation, initiative, strategic, analytical and intuitive