Senior IT Support Engineer providing high - quality support and managing IT services at Pepperstone. Delivering proactive improvements and championing security best practices in a global environment.
About the role
- L1 Support Specialist providing frontline customer support for SaaS solutions in a hybrid work setting. Responsibilities include troubleshooting and educating customers while maintaining service level agreements.
Responsibilities
- Provide frontline support to customers via chat, email, zoom, and phone
- Troubleshoot and resolve common product, configuration, and usage issues
- Understand customer problems, reproduce issues when needed, and document findings clearly
- Follow established troubleshooting guides and workflows
- Escalate complex or unresolved issues to L2/L3 teams with complete context
- Educate customers on product features and best practices
- Maintain accurate case notes and update knowledge base articles as needed
- Meet defined SLAs, quality standards, and productivity targets
Requirements
- 1–3 years of experience in customer support, service desk, or technical support
- Strong written and spoken English communication skills
- Ability to explain simple technical concepts clearly
- Customer-first attitude with empathy and patience
- Good problem-solving and analytical thinking
- Ability to multitask and manage multiple tickets
- Willingness to work in a fast-paced, metric-driven environment
- Basic understanding of web-based/SaaS applications
- Familiarity with browsers, operating systems, and basic networking concepts
- Ability to read and understand simple error messages and logs
- Comfortable learning new tools and technologies quickly
- Basic proficiency with spreadsheets and documentation tools
- Experience using or exposure to ticketing systems (Zendesk, Freshdesk, Salesforce, Jira, or similar)
Benefits
- Transport provided
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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