Technical Support Agent (Night Shift)

About the role:

We are seeking a Technical Support Agent to join Sedna to help deliver on our promise of world-class support to our customers. This position requires a deep understanding of troubleshooting, root cause analysis, and software solutions to effectively resolve customer issues. This is a remote role working within our NA office hours from 8pm to 5am SAST Your responsibilities:

Here's a bit more on what you can expect to be doing day-to-day:

Issue management - handling incoming customer requests by triaging and ensuring timely resolution. You will need to identify, analyse, and document trends in customer issues, including the systematic identification and reproduction of bugs for the product development teams which will involve a rotating weekend on-call.

Customer interaction and brand representation - creating positive customer experiences, you will be a dedicated brand ambassador, by promptly and effectively resolving a variety of enquiries through considerate and personalised responses.

Collaboration and communication - contributing to product development by testing new features and bug fixes, while proactively surfacing valuable customer feedback for ongoing improvements. Facilitate seamless support issue handoffs across different regions and time zones.

Knowledge management and documentation - enhancing customer support through the creation of comprehensive knowledge articles. Leverage insights from customer interactions and feedback to continually improve and expand the knowledge base.

Continuous learning and skill enhancement - staying informed of product features and changes to provide accurate and up-to-date support so you can best assist our customers. 

About you:

We think you’ll need the following experience and qualifications to succeed in this role:

• You have 2+ years of experience in customer support for a software company.
• You are able to speak and write in English at a business level.

In addition, here are the core attributes we are looking for:

Technical understanding - you have a passion for technology and can work with computers and mobile devices, coupled with the ability to articulate technical processes in a universally understandable manner.

Problem-solving and resourcefulness - you are a troubleshooter, using curiosity, empathy, and logic to identify and understand issues. When you find problems you are resourceful and proactive, making every effort to overcome obstacles and seeking help when needed.

Customer focused - you actively listen to and empathise with customers in order to understand issues; you are able to convey information with compassion and clarity.

Professional communicator - you are able to translate technical concepts into easily understandable language for customers and communicate clearly and professionally, both verbally and in writing. 

Proactive ownership - you are responsive to tasks and inquiries, taking ownership and a proactive approach to assigned responsibilities and problem-solving. You demonstrate sound judgement knowing when to escalate issues for resolution.

Our Values:

Finally, culture is important to us, so we also look for candidates who share our values:

Customer Champions - We act with the customer experience in mind and focus on optimising the customer journey.

Happy Warriors - We are resilient, we enjoy hard challenges and take the knocks in stride. We take pleasure in the journey, ups and downs included.

Pathfinders - We are self-motivated individuals with a passion for discovering, exploring new territories, and helping others navigate unfamiliar terrain.

Reliable Captains - We consistently stick to our commitments, own the results, have the commitment and drive to do what’s necessary to solve our challenges and hold each other to that standard.

Diverse thinkers - We embrace a diverse range of views and people to make better decisions. We encourage healthy conflict and seek to understand the other side to commit to decisions together.

More about Sedna:

Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade. 

You can find out more about us on our website: https://sedna.com/