[L1] Technical Support Agent

Title: [L1] Technical Support Agent 

Location: Cape Town

About Sedna

Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade.

About the role:

We are seeking a Technical Support Agent to join Sedna to help deliver on our promise of world-class support to our customers. This position requires a deep understanding of troubleshooting, root cause analysis, and software solutions to effectively resolve customer issues. This is a hybrid role working within our SA office hours from 9am to 6:00pm SAST 

Your responsibilities:

Here's a bit more on what you can expect to be doing day-to-day:

Issue management - handling incoming customer requests by triaging and ensuring timely resolution. You will need to identify, analyse, and document trends in customer issues, including the systematic identification and reproduction of bugs for the product development teams which will involve a rotating weekend on-call.

Customer interaction and brand representation - creating positive customer experiences, you will be a dedicated brand ambassador, by promptly and effectively resolving a variety of enquiries through considerate and personalised responses.

Collaboration and communication - contributing to product development by testing new features and bug fixes, while proactively surfacing valuable customer feedback for ongoing improvements. Facilitate seamless support issue handoffs across different regions and time zones.

Knowledge management and documentation - enhancing customer support through the creation of comprehensive knowledge articles. Leverage insights from customer interactions and feedback to continually improve and expand the knowledge base.

Continuous learning and skill enhancement - staying informed of product features and changes to provide accurate and up-to-date support so you can best assist our customers. 

About you:

We think you’ll need the following experience and qualifications to succeed in this role:

• You have 2+ years of experience in customer support for a software company.
• You are able to speak and write in English at a business level.

In addition, here are the core attributes we are looking for:

Technical understanding - you have a passion for technology and can work with computers and mobile devices, coupled with the ability to articulate technical processes in a universally understandable manner.

Problem-solving and resourcefulness - you are a troubleshooter, using curiosity, empathy, and logic to identify and understand issues. When you find problems you are resourceful and proactive, making every effort to overcome obstacles and seeking help when needed.

Customer focused - you actively listen to and empathise with customers in order to understand issues; you are able to convey information with compassion and clarity.

Professional communicator - you are able to translate technical concepts into easily understandable language for customers and communicate clearly and professionally, both verbally and in writing. 

Proactive ownership - you are responsive to tasks and inquiries, taking ownership and a proactive approach to assigned responsibilities and problem-solving. You demonstrate sound judgement knowing when to escalate issues for resolution.

Our Values:

Finally, culture is important to us, so we also look for candidates who share our values:

• Stay Ahead, Stay Agile
• We don’t just adapt-we anticipate change and act with confidence.
• Curiosity, data, and customer insights help us stay ahead of the curve.
• We embrace challenges as opportunities and remain resilient under pressure.
• By staying open to new ideas and ways of working, we lead the future.

• Execute With Focus
• We turn strategy into action, delivering measurable results that matter.
• Every initiative counts-discipline and ownership drive business impact.
• We make smart decisions with speed, balancing pace and precision.
• Clear priorities keep us focused on what moves the needle.

• Work Together, Win Together
• Collaboration is our superpower-we succeed as one team, internally and with customers.
• We co-create solutions, seek feedback, and build the future of the OS together.
• Strong relationships are built on trust, respect, and shared goals. 
• By aligning across teams and with customers, we unlock greater impact.

More about Sedna:

Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade. 

You can find out more about us on our website: https://sedna.com/