1St Line Customer Support İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
OCR Labs is a London-based scale-up that has developed world leading digital identity verification technology. We’ve built everything from the ground up and have a broad range of blue-chip customers across banking, telecommunications, government and more. We’ve perfected the technology locally and are in the midst of rapidly advancing our presence in international markets.
We are looking to improve the customer and technical support function within our business through the recruitment of an experienced and talented 1st Line Support Specialist that can coordinate solving general and technical requests received predominantly from our customers and partners in Turkey.
This is an exciting role that we see as a critical hire as we scale the business nationally and globally. The successful candidate will report into the Product Delivery Manager Turkey and will be the front line of support for OCR Labs top tier customers. To adequately perform this role the candidate should be technically conversant and must have solid communication skills to align technical and non-technical parties.
The position is full time; remote working and other flexibility is possible as we seek the best; remuneration is competitive and based on experience.
CORE RESPOSPONSIBILITIES
- Liaise with the delivery manager and customer success teams to prioritise, respond to and coordinate the solution of customer and technical support queries and reported bugs.
- Basic diagnosis of customer support issues to ease current workload on the delivery management team.
- Manage customer support queries primarily through Jira Service Desk.
- Regularly and efficiently communicate progress of support tickets to both internal and external parties.
- In co-ordination with the Product Delivery Manager, maintain public customer facing FAQs based on common support tickets and queries received within confluence.
MUST HAVES
- Experience working in customer service for a software organisation.
- Experience in using Atlassian Jira / Service Desk and Confluence
- Experience in working autonomously in a fast-paced environment.
- Excellent spoken and written English communication skills
NICE TO HAVES
- Experience in biometrics or identity verification technologies.
- Experience in configuring and using JIRA to plan and coordinate activities.
- Experience in using email distribution and crafting group emails.
