Technical Support Senior Associate

We're looking for a Technical Support Agent to join our Customer Operations Tech Support team at Pleo. In this role, you'll help customers resolve technical issues and get the most out of Pleo, with a strong focus on troubleshooting technical issues and bugs and reporting them to product teams. If you're excited about working in a dynamic environment and are passionate about delivering excellent technical support, this is the opportunity for you.

Responsibilities

Provide timely technical support to customers via Freshdesk, resolving issues and answering product questions; Navigate Freshdesk proficiently, using them to troubleshoot, document, and guide users through problem-solving; Troubleshoot technical issues using solid technical understanding, and communicate solutions clearly to non-technical users; Stay up to date on Pleo products so guidance is accurate and current; Collaborate with product teams to report issues, contribute context, and help prioritise bug fixes and enhancements; Manage and escalate bugs appropriately, including setting clear expectations on timelines and managing user expectations; Drive improvements proactively, identifying areas to optimise support workflows and implementing changes independently where possible; Provide regular updates to the Tech Support Lead on ongoing issues, challenges, and improvement opportunities

Requirements

1+ years of experience in a first-line support role (or equivalent experience), handling diverse technical queries; Proven expertise in navigating Freshdesk and Freshchat; Solid technical acumen, with the ability to troubleshoot effectively; Familiarity with Big Query (or similar reporting/BI tools); Strong communication skills, including the ability to explain technical concepts to non-technical users; A quick learning mindset, picking up new topics and technologies rapidly; A proactive, self-motivated approach, focused on driving positive change in support processes

Benefits

Your own Pleo card; Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office; Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis; 25 days of holiday + your public holidays; Both hybrid and fully remote working options; Option to purchase 5 additional days of holiday through a salary sacrifice; MyndUp free mental health and well-being support; Paid parental leave