Technical Support Case Handler

Interact provides enterprise-grade intranet software that connects over three million employees to leading global names like Levis, Domino’s, Teva Pharmaceuticals, and Technicolor.

Our team of customer-focused problem solvers are passionate about helping organizations to communicate better. We do this together by constantly working to improve every service and product we offer. With offices in Manchester, New York, Dubai, Tulsa, and Manila, we operate across North America, EMEA, and Australia.

Click on any of our vacancies and you’ll see one thing in common – they all begin with this message. Why? Because at Interact we treat everyone with the same respect and honesty. Whether you’re a developer fresh out of college or a seasoned salesperson, we live the motto that we uphold for our customers: our people are our most valuable assets.

We are looking for a proactive and customer‑focused Technical Support Case Handler to join our support team and play a key role in delivering high‑quality technical assistance. You will be responsible for managing technical support cases from initial logging through to successful resolution, ensuring each case is handled efficiently, accurately, and within agreed service levels.

In this role, you will take ownership of assigned tickets, prioritising workload effectively to meet SLAs and KPIs while maintaining clear and detailed case documentation. You will use your technical knowledge and problem‑solving skills to diagnose issues, identify root causes, and deliver timely solutions, escalating complex cases when required.

You will have a strong technical aptitude, excellent analytical skills, and a customer‑first mindset. You will be confident communicating with both technical and non‑technical stakeholders, demonstrating professionalism, empathy, and clarity at all times. This is an excellent opportunity for someone who thrives in a fast‑paced environment and is passionate about delivering an outstanding support experience.

WE ARE WORKING IN PARTNERSHIP WITH TECHANYWHERE AS AN EOR

A Little About You...

• Proven experience in a technical support or helpdesk role
• Strong troubleshooting and analytical skills
• Excellent written and verbal communication
• Familiarity with ticketing systems (e.g., Freshdesk, Jira)
• Understanding of SLAs and KPIs in a support environment
• Ability to work independently and manage multiple cases simultaneously
  
  

• SLA Compliance: % of tickets resolved within SLA
• Case Closure Rate: Number of cases closed per week/month
• First-Time Fix Rate: % of issues resolved without escalation
• Customer Satisfaction (CSAT): Average rating from customer feedback
• Average Resolution Time: Time taken to resolve cases
  
  

• Take full responsibility for each assigned support case, from the moment it is raised until it is resolved and closed.
  
  

• Triage, investigate, and resolve technical issues reported by users or clients.
• Maintain accurate and detailed case notes throughout the lifecycle of each ticket.
• Escalate cases appropriately when required, ensuring timely handovers and updates.
  
  

• Provide clear, professional, and timely updates to customers.
• Ensure customer satisfaction through proactive communication and resolution.
  
  

• Meet or exceed individual SLAs for response and resolution times.
• Track and report on personal KPIs including case closure rates, first-time fix rates, and customer satisfaction scores.
  
  

• Work closely with internal teams (e.g., engineering, product, infrastructure) to resolve complex issues.
• Contribute to knowledge base articles and internal documentation.
  
  

• Identify recurring issues and suggest improvements to processes, tools, or documentation.
• Participate in training and development initiatives to enhance technical and customer service skills.