Role summary
Provide first-line support for digital products, troubleshoot user issues, and ensure timely resolution of service requests while delivering a seamless customer experience.
Responsibilities
- Receive and acknowledge incidents and service requests through Jira Service Management Platform, categorize and prioritize tickets according to impact and urgency
- Perform initial troubleshooting using standard operating procedures and the knowledge base
- Resolve common issues including access and permission requests, basic configuration issues, and known product errors with documented solutions
- Verify issue details by collecting screenshots, error messages, logs, and reproduction steps
- Communicate with users regularly and provide status updates
- Meet SLA targets for response and resolution times
- Escalate unresolved or product-related issues to L2 or Product Support with complete troubleshooting details
- Document resolutions and contribute to the knowledge base for recurring issues
- Monitor ticket queues and ensure no requests are missed or delayed
Qualifications
- Bachelor's degree in Computer Science, Information Technology, Information Systems, Software Engineering, or a related field
- 0–1 year of experience in Digital Application Support, Technical Support, Service Desk, or Application Support
- Basic understanding of web application architecture
- Ability to troubleshoot application-related issues by analyzing logs, user sessions, and error messages
- Excellent analytical and troubleshooting skills
- Strong customer service and communication skills
- Ability to work under pressure and manage multiple priorities
- Strong attention to detail and documentation skills
Education
Bachelor's degree in Computer Science, Information Technology, Information Systems, Software Engineering, or a related field
Experience
0–1 year of experience in Digital Application Support, Technical Support, Service Desk, or Application Support
Skills
- Web application architecture understanding
- Application troubleshooting
- Log and user session analysis
- Analytical skills
- Problem-solving
- Customer service
- Communication
- Priority management
- Documentation accuracy
Benefits
- Purpose-led workplace where ideas create impact
- Ongoing learning and development
- Recognition of achievements
- Community built on trust, curiosity, and shared momentum
Education · Experience · Type
Bachelor'sRequires 0+ yearsSalary not stated