Technical Support

Responsibilities:

Technical Support & Incident Management:

• Serve as the primary point of contact for reported platform issues from customers and internal teams.
• Diagnose, troubleshoot, and resolve first-level technical issues related to: Customer accounts, Designer accounts, Orders and transactions, Refunds and exchanges, Checkout functionality, Platform access and authentication, and General system usability issues
• Escalate complex issues to Engineering and QA teams in accordance with established procedures.
• Monitor issue resolution progress and ensure timely closure of tickets.

Platform Stabilisation Support:

• Identify recurring defects, bugs, and user pain points affecting platform performance.
• Maintain detailed logs of incidents, root causes, and resolutions.
• Provide trend analysis on recurring issues and recommend corrective actions.
• Support platform testing activities before feature releases and bug fixes.
• Contribute to reducing avoidable defects and improving platform reliability.

Operational Excellence:

• Maintain accurate records of all support tickets and technical incidents.
• Develop and update user guides, FAQs, troubleshooting documentation, and knowledge base materials.
• Assist with platform configuration, user setup, and access management.
• Support continuous improvement initiatives that enhance operational efficiency.

Cross-Functional Collaboration:

• Work closely with: Software Engineering Team, QA Testers, Marketplace Operations, and Designer
• Participate in incident reviews, testing sessions, and platform improvement initiatives.
• Provide regular feedback on customer and operational technology challenges.

Reporting & Performance Monitoring:

• Generate periodic reports on: Ticket volumes, Resolution times, Recurring issues, Escalation trends, and Customer-impacting incidents
• Track and report service performance against agreed SLAs.
• Support leadership visibility through accurate technical incident reporting.

Requirements:

• Bachelor's Degree in Computer Science, Information Technology, Software Engineering, or a related field.
• 2–4 years of experience in Technical Support, IT Support, Help Desk, Application Support, or a similar role.
• Experience supporting web-based applications or e-commerce platforms preferred.
• Experience using ticketing and incident management systems.
• Understanding of: Web applications and websites, APIs and integrations, Databases (basic knowledge), Platform troubleshooting, and User account management.
• Familiarity with: Jira, Trello, Zoho Desk, Freshdesk, or similar systems, Browser debugging tools, and Microsoft 365 tools.