Technical Support Agent at Yoyo

Job Description

Are you a tech whiz with a passion for solving problems? At Yoyo, we strive to deliver world class customer support at speed, and we’re on the hunt for a motivated Technical Support Agent to join our collaborative team. 

Role and Responsibilities:

• Provide exceptional technical support to our customers via phone, email and online chats.
• Diagnose and troubleshoot problems on our platform.
• Ensure that tickets logged are correctly categorised at the appropriate level, allowing detailed data analysis that will be used to identify possible problems. 
• Ensure that assigned tickets are attended to and resolved within contracted SLA's and meet the standard set for quality of service.
• Ensure   internal   and   external   ticket   communication   is   performed   in   a professional and timely manner.
• Escalate complex issues to the appropriate teams.
• Ensure that analysis for manual reporting is accurate and timely.
• Answer calls and log tickets related to calls to the Service Desk.
• Support knowledge sharing and document solutions that contribute to our knowledge base.
• Remain up-to-date on the latest product features and functionalities.
• Be a patient and empathetic advocate for our customers, ensuring their satisfaction.
• Consistently live out, act, work and exhibit behaviours aligned to and congruent with company values.

Qualifications

• Strong understanding of technical concepts and troubleshooting methodologies.
• Excellent communication and interpersonal skills, both written and verbal.
• Knowledge of Zendesk or similar ticketing systems.
• Strong proficiency in Excel.
• Ability to manage competing timelines and priorities.
• Hard working and self-motivated.
• Customer-centric mindset with a passion for problem-solving.
• Ability to work independently and as part of a team.
• Able to work in a continuously changing and challenging environment.
• Ability to use SQL is an asset, although not essential.
• Adaptability, creativity and innovation, has initiative, resilience, consideration, strategic, analytical and intuitive.