Knawat is a drop shipping platform that makes it easy for e-commerce entrepreneurs to sell products and have them shipped directly to their customers.

We are looking for a Technical Support Agent to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot customer's websites problems and help them install plugins and use our dashboard.

Technical Support Agent responsibilities include answering customers' questions, enrich the troubleshooting guide. You will use ticketing, email and chat applications to give clients quick answers to simple issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

If you’re naturally a helper, enjoy assisting people with websites' issues and able to explain technical details simply, we’d like to meet you.

Ultimately, you will be a person our customer's trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities:

• Research and identify solutions to websites issues.
• Diagnose and troubleshoot technical issues, including account setup and website configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track website issues through to resolution, within agreed time limits.
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
• Provide prompt and accurate feedback to customers.
• Refer to the internal database or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their team is not facing more issues after troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.
• Maintain jovial relationships with clients.

• Proven work experience as a Technical Support Agent, IT Help Desk Technician or similar role.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications and help desk software (eg. Zendesk).
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• BS or AS degree in Information Technology, Computer Science or relevant field.
• Additional certification in Microsoft, Customer Support, Cisco or similar technologies is a plus.