Tech Support Agent

Praxis is looking for a Tech Support Agent to join our growing team in Dubai. The successful candidate will have experience in Technical Support, Customer Service or similar roles.

Roles & Responsibilities

• Maintain a high level of customer service through effective technical support, problem identification, troubleshooting and resolution via chats and emails
• Provide information on the product and services
• Analyse and identify potential technical issues
• Keep all stakeholders updated on the results of the investigation and issue resolution
• Ensure that all queries are answered and issues are resolved within a timely manner
• Oversee interconnection between cases and report it, according to internal procedures
• Be able to explain technical details with ease to non-technical clients
• Identify and manage incidents
• Work on additional projects based on the team, department and company needs
• Be the link between external and internal stakeholders

Candidate requirements:

• 1+ years’ experience in Technical Support, Customer Service or similar roles
• Level of English (both verbal and written) – Upper intermediate or higher
• Good business communication skills (both verbal and written)
• Experience with API processes, logs interpretation
• Ability to process many details and informational load
• A process improvement mindset
• Basic knowledge of networking principles
• Ability to understand and communicate basic technical problems and resolutions clearly to both a technical and non-technical audience
• Eager and willing to overcome challenges

What we might consider an advantage:

• Technical background (JS, CSS, JSON)
• Jira, Zendesk, Skype and similar support tools
• Incident Management
• CRM systems with the ability to quickly learn a new software
• Proficiency in English required spoken and written