Email Technical Support Agent -- 2

I need an experienced agent who can take full ownership of our software application’s email queue. Your job is to answer technical questions, troubleshoot common installation or usage issues, and keep every customer informed until their problem is fully resolved.

What I’m looking for:
• Proven background in email-based technical support for desktop or SaaS software.
• Clear, concise English writing that balances empathy with accuracy.
• Familiarity with help-desk tools such as Zendesk, Freshdesk, or Help Scout, plus the ability to read basic error logs or replicate bugs on test environments.
• Consistent weekday coverage with replies sent within a couple of business hours.

Day-to-day tasks:
– Monitor the shared inbox and prioritise new tickets.
– Diagnose issues, suggest work-arounds, and document each step taken.
– Escalate edge-case bugs to our dev team with properly formatted repro steps.
– Summarise resolved cases in a short weekly report so we can spot recurring patterns and improve the product.

If you’ve handled Level-1 or Level-2 support for a software application before and enjoy turning frustrated users into happy advocates, I’d love to hear how you can plug into our workflow and start reducing response times right away.