We are seeking an enthusiastic L1 Support Executive to become a Zegal expert for our customers. This role involves offering first-level support across multiple communication channels, including email, phone, chat, forums, and social media. As the first point of contact for customers, you’ll provide efficient, friendly assistance and escalate complex issues as needed.

RESPONSIBILITIES

Customer Support

• Respond promptly to customer queries via various channels (email, chat).
• Assist customers with using Zegal products and services.
• Identify, document, and escalate more complex issues to L2 support when necessary.
• Work closely with customers to help them get the most out of Zegal, empowering them to be confident users.
• Continuously look for ways to improve customer service processes to deliver a top-notch experience.

Content Development

• Assist with creating, automating, and testing legal documents using in-house tools.
• Review and update technical documentation, user guides, and knowledge base articles.
• Retrieve data as requested and ensure all documentation is accurate and up-to-date.

QUALIFICATIONS

Technical Skills

• 1+ year of experience in Customer Service or Support.
• Ability to assess, troubleshoot, and escalate issues.
• Knowledge of help desk/ticketing systems.
• Proficiency in English, both written and spoken.

Soft Skills

• Strong communication and people skills with a passion for customer service.
• Empathy and a genuine desire to help customers solve their issues.
• Ability to explain technical concepts in simple terms.
• Organized, able to prioritize tasks effectively.
• ‘Self-starter’: be able to work with and reach out to clients independently.
• Enthusiastic about technology with demonstrated technical aptitude
• Ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation;
• Detail-oriented and organised, can work in a fast-paced environment

Experience

• 1+ year in customer support or technical support. Freshers may apply.

Languages

• Excellent English: both written and spoken
• Other languages are a plus, but not a requirement

Education and other

• Graduates in BIM, BCA, BIT, or equivalent professional apprenticeship