MyPass Global is on a mission to empower safe, agile & connected communities.
Our workforce onboarding and compliance management software is centred around a digital Skills Passport, designed to help organisations reduce their risk and cost of operations. Our vision is to become the trusted industry source of truth for organisations and people. We don't limit ourselves to a single sector or location; rather, we strive to establish a global standard.
Our company values set the standard for the behaviours and mindset we expect from every MyPasser. Our values include:
BRING OUT THE BEST
We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.
CHALLENGE THE NORM
We pursue innovation by practising curiosity and always asking why. We challenge assumptions by seeking opportunities for growth and improvement.
TREAT PEOPLE WELL
We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.
WALK THE WALK
We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word, fostering a culture of open communication.
Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, resolving incidents and providing support for software bugs and other technical problems (including the API) for the MyPass platform. This role is customer-facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical (P1) incidents.
Tier 2 Technical Support Engineers play a key role as the front-line interface between our customer and the Product & Engineering team and operate as a second level of support after basic user-level support (L1). Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service-level agreements.
Key Responsibilities
Responsible for triaging & responding to, investigating and resolution of customer support tickets within SLA'sResponsible for troubleshooting customer queries using SQL and JavaScript
Perform analysis of integration logic and system processes and provide adequately descriptive solutions and responses back to Customers
Effectively document investigative steps and analysis to escalate technical issues to the Product and Engineering team(Tier 3)
Escalate incident tickets through the appropriate channels and hold those escalated accountable for responding in accordance with SLAs
Proactive ownership and management of allocated tickets via MyPass support platforms.
Provide prompt, professional and accurate communication with customers, vendors and colleagues to bring a fantastic experience - the ability to explain what happened and why, whilst proposing solutions and securing sponsorship to implement them
Interface with colleagues to ensure completeness and relevance to customer requirements
Prioritise and manage multiple open tickets at one time
Share valuable knowledge with Support colleagues
Provide input towards general process improvement
Investigate any identified issues with the implementation and then proactively drive resolution
Participate in critical (P1) incident DDA / RCA by providing root cause analysis and identifying corrective actions as well as contributing to preventative measures
When required, assist with testing of MyPass platform configurations and provide accurate feedback on test outcomes
Maintain up-to-date product knowledge and awareness of new features
Willingness to work night-shift, weekends and/or public holidays (at a premium rate) on a rotational basis with other engineers
Key Accountabilities
Accountabilities & Effort
Managing customer support tickets to agreed service levels - 60%
Assisting in collating and documenting incident root cause analysis - 5%
Providing UAT as part of release management protocols - 15%
Providing technical support knowledge transfer to L1 based on root causes - 10%
Internal team meetings / 1-ups / huddles / sprint & release meetings - 10%
Measures of Success
Root cause investigation and problem management effectiveness
Meeting Service Levels on all tickets. Quality delivery of customer solutions resulting in increased overall satisfaction
Ticket management efficiencies i.e. response time, resolution time, and providing regular updates
Internal and External communications are of sufficient quality, form and standard for all communication methods
Positive contribution to the company over and above your day-to-day role activities as measured by reasonable attendance at company meetings and events and involvement with internal projects and initiatives.
Development Objectives
0-3 Months
Build internal relationships with the key stakeholders for this role
Develop an intimate understanding of the product and range of use cases
Be familiar with the tools required to perform the job to a satisfactory standard
Demonstrate self-sufficiency in resolving L1 end-user product support queries
Understand the incident management processes and the expectations of this role in that protocol
3-6 Months
Demonstrate proficiency in managing L2 tickets to SLAs
Be able to identify the difference between a design gap and an error (bug) without having support from Engineering or Product
Provide testing support for Releases
6 12 Months
Demonstrate proficiency in all new product releases
Demonstrate value by challenging the norm and suggesting process improvements
Key Selection Criteria
1 Year Software as a Service (SaaS) Technical Support Experience
Exhibits proficiency in Chrome Dev Tools
Knowledgeable in API integrations / API testing
Understands HTTP request methods and error codes
Ability to read JSON Data is preferred
Ability to read backend logs is preferred
Programming knowledge is an advantage
Information Security Accountabilities
Management:
- Determine and allocate the resources required to maintain and continuously improve the ISMS
- Ensure information Security requirements are communicated and understood across all levels of the business
- Ensure business activities support the security of information
- Promote the continuous improvement of information security
- Ensure changes to the ISMS are effectively communicated to the business and stakeholders
Senior Leaders:
- Ensure direct reports receive instructions that adequately describe the responsibilities for information security related to their job role
- Ensure direct reports receive training to maintain appropriate information security skills and knowledge required for their job role
- Ensure direct reports demonstrate the information security skills and knowledge required for their job role
- Ensure induction and training focus on the most relevant information security aspects for each job role
Employees:
- Understand own contribution to the effectiveness of the ISMS
- Understand own responsibilities within the ISMS (e.g. Acceptable of Use Assets Policy, Information Security Policy)
- Understand the consequences of non-compliance with the requirements of the ISMS
- Understand information security guidelines related to own job role
