Support Agent

JOB BRIEF The Support Agent will be responsible to deliver prompt and effective customer support by diagnosing and resolving technical issues, ensuring compliance with operational standards, and contributing to continuous improvement in service delivery, documentation, and crisis management.

TotalEnergies Mobility Services International Ltd (TEMSI) is a tech subsidiary of the TotalEnergies company based in Mauritius. We are approximately 100 employees thriving to innovate, develop and maintain the Company's software solutions. More specifically, we work closely with various Marketing & Services subsidiaries to develop Mobility oriented solutions.

We are currently seeking a Support Agent who will be responsible to deliver prompt and effective customer support by diagnosing and resolving technical issues, ensuring compliance with operational standards, and contributing to continuous improvement in service delivery, documentation, and crisis management.

KEY RESPONSIBILITIES

Customer Support:

• Respond promptly to customer inquiries.
• Diagnose and troubleshoot technical issues to provide effective solutions.
• Document all customer interactions and resolutions in our support ticketing system.
• Follow up on unresolved issues to ensure timely resolution and customer satisfaction.
• Assist with escalated customer complaints and complex technical problems as needed.
• Monitoring support ticket queues assigned to self and ensuring timely responses to customer inquiries.
• Maintaining support tools and systems for efficient issue tracking and resolution.
• Ensuring compliance with service level agreements (SLAs) and customer service policies.

Key Result Areas:

• Ensure follow-up with L1 support on TemC+ for affiliates in Run phase.
• Ensure for the affiliates the L2 support on the TemC+ solution for affiliates in Run mode. and L1 for affiliates in deployment.
• Ensure that escalation to Expertise teams was done, when required.
• Ensure the compliance with each affiliate’s regulatory requirements while making changes in the system.
• Follow-up of standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Handling escalated customer complaints and complex technical issues.
• Ensuring proper sanity/smoke tests are done following a deployment on preprod and production environment where applicable.

Operational Excellence:

• Escalating customer-reported bugs and feature requests to the support lead.
• Developing and updating support documentation and knowledge base articles.
• Acting as a point of contact for affiliate back-office managers.
• Participate in training sessions on new products, features, or technologies.
• Analysing customer feedback and support data to identify recurring issues and recommend proactive solutions.

Crises Management:

• Participate in the On-CALL activity (which work after 17h during working days, and during the weekend and holidays)
• Participating in crisis management and incident response processes to ensure timely communication and resolution of critical issues.

SKILLS, QUALIFICATIONS & EXPERIENCE