Key Position Responsibilities Include
- Provide frontline customer support for the Design domain across agreed support channels, using processes, tools and knowledge assets.
- Resolve common questions, how-to guidance and standard troubleshooting within L1 scope, with clear ownership of first-contact resolution wherever possible.
- Perform structured first-line investigation, capturing customer impact, environment details, steps attempted, screenshots, logs or examples where appropriate.
- Resolve issues directly wherever they fall within L1 scope;
when escalation is required, escalate to L2 with a clear problem statement, evidence, steps already taken, urgency, customer impact and any relevant domain context.
- Maintain strong ticket hygiene, documentation, SLA discipline and skilled customer communication in English.
- Support Payments Flex issues at first-line level by identifying failure type, collecting essential transaction/context details, reassuring the customer and routing correctly when specialist support is required.
- Follow incident,
outage and escalation procedures accurately, especially where customer revenue, website availability, design activity or ERP workflows are affected.
- Contribute feedback on knowledge gaps, confusing procedures, recurring questions and opportunities to improve AI, and self-service resolution.
Qualifications
- Experience in customer support, technical support, service desk, product support, or a comparable software support environment. Equivalent experience is valued where the individual can demonstrate strong and empathetic customer handling, structured investigation, documentation quality, and the ability to follow support processes in a domain-led operating model. An IT qualification, technical certification or relevant vocational training is preferred, but evidence of equivalently gained experience is welcomed.
Required Skills and Experience
- Mandatory English read/write/speak capability and confident customer-fa
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