Customer Care Associate (Level 2) - Hybrid

• Review, resolve, track and provide updates for customer issues escalated from Level 1 via Zendesk
• Identify the customer’s issues to derive, solve, and document the solution applied to the user’s account.
• Constantly provide feedback to Customer Care level One team, production, QA, and marketing teams where potential or ongoing bugs/ issues are concerned.
• Through the feedback received from various teams, and from the results of research conducted on the different databases, level 2 creates, tests, and implements solutions for the customer’s issues.
• Automate solutions, where possible, to bring to close the customer issues as quickly as possible.
• Resolve tickets in Zendesk once escalated from Level 1
• Liaise with customers and or merchants regarding product issues/ information
• Escalate defects and bugs
• Follow-up on reported bugs and defects with QA and product team.

Minimum Educational Requirements: 

• BSc Computer Science/ Software engineering or related field
• Experience in SQL Queries and Stored Procedures
• Experience in Zendesk or any other ticketing system (CRM tool)
• Certification in Database Management 
• Intermediate to Advanced SQL knowledge
• Ability to deduce trends from raw data
• Strong analytical skills
• Customer Service Skills  

Desired Attitudes/Personal Traits

• Flexible 
• Team player- able to integrate with current team members and support current procedures and processes
• Detailed oriented- Focused on all data points, big and small
• Result-driven- Able to provide effective resolutions for customer issues that will require some critical thinking