IT Support Representative (Tier 3)

Support role providing assistance to both internal employees and external customers, handling a wide range of technical and non-technical issues, with a focus on triaging and routing tickets for resolution.

Location: Remote (Global)

Responsibilities

• Handle support tickets from internal employees and external customers, including onboarding, equipment repair, technical issues, product requests, process questions, finance issues, configuration, report building, and customer contact information.

Requirements

• Excellent English communication skills (verbal and written).
• Attention to detail.
• Resourcefulness and outside-the-box thinking.
• Proficiency with Google or AI tools for troubleshooting.
• Experience managing tickets in Jira.
• Ability to maintain a support knowledge base in Confluence.
• Moderate skills with Salesforce (search and basic editing).
• Basic skills with HubSpot.
• Understanding of web page construction (HTML, CSS, JavaScript).
• Ability to perform standard website debugging and use browser console logs.
• Decent understanding of computer networks, HTTPS, IP addresses, domain names, firewalls, proxies, and SSO.
• Familiarity with XML and JSON.

Benefits

• Join a dynamic, inclusive, and innovative team.
• Opportunities for learning, innovation, and impact.
• Career growth potential.
• Fast-paced, engaging work environment.
• Flexibility to work from home or any location.
• Work-life balance with no stressful commutes.