Customer Service Representative

About KayanaKayana is a fast-growing technology company empowering small and medium-sized businesses with innovative solutions that enable them to compete with larger enterprises in the ordering and payments industry.From essential Point-of-Sale (POS) systems to advanced self-service kiosks and integrated payment solutions, we provide businesses with the technology and infrastructure they need to streamline operations, enhance customer experiences, and scale successfully.With operations spanning the USA, UK, Europe, and Australia, Kayana continues to expand its global presence while fostering an inclusive, collaborative, and performance-driven workplace.Key Duties and ResponsibilitiesCustomer Support Delivery: Manage and respond to customer enquiries, service requests, and reported concerns through designated online support channels, ensuring timely, professional, and customer-focused assistance.International Client Support: Deliver real-time operational and technical support to international clients across the UK, USA, and Australia, ensuring service availability and responsiveness across different time zones.Technical Assessment and Troubleshooting: Assess reported technical concerns, identify potential causes, and perform initial troubleshooting to distinguish between software-related and hardware-related issues.Issue Resolution: Apply established troubleshooting procedures, technical documentation, and support protocols to investigate and resolve customer issues within the scope of the role.Incident Escalation and Coordination: Escalate complex, unresolved, or system-related issues to the appropriate technical teams or line management, providing relevant information to facilitate timely investigation and resolution.Issue Tracking and Follow-through: Monitor the status of reported bugs, technical incidents, and outstanding service requests, maintaining regular follow-ups with relevant teams and keeping affected clients informed of progress and resolution timelines.Documentation and Reporting: Maintain accurate and up-to-date records of customer interactions, technical concerns, troubleshooting activities, escalations, and resolutions in the designated support systems.Service Quality and Continuous Improvement: Identify recurring customer concerns, operational gaps, and common technical issues, providing actionable feedback and recommendations to improve support efficiency, service quality, and overall customer experience.Cross-functional Collaboration: Coordinate effectively with internal departments and technical stakeholders to ensure consistent communication, timely issue resolution, and seamless service delivery.Qualifications and RequirementsGood written and verbal English communication skills, with the ability to communicate professionally with international clients.Previous experience in customer service, technical support, helpdesk operations, or a similar customer-facing role is an advantage.Basic computer literacy and familiarity with digital communication, customer support, and online collaboration platforms.Fundamental understanding of software and hardware environments, with the ability to identify and distinguish between common technical issues.Ability to understand and follow technical documentation, troubleshooting procedures, and established support protocols.Strong analytical and problem-solving abilities, with good attention to detail.Demonstrated ability to manage multiple enquiries, prioritize tasks, and maintain professionalism in a fast-paced environment.Self-motivated, adaptable, and capable of working independently while collaborating effectively with cross-functional teams.Willingness to learn new technologies, systems, and operational processes.Working Schedule and Shift RequirementsAs Kayana provides support to international clients across multiple time zones, flexibility in working schedules is an essential requirement for this position.What We Are Looking ForWe are seeking proactive, service-oriented, and technology-driven individuals who demonstrate a strong commitment to customer satisfaction, operational excellence, and continuous professional development.The ideal candidate has experience in customer service or technical support and is motivated to work with an international technology company, supporting clients across multiple markets while developing their technical and professional capabilities.Beyond technical knowledge and communication skills, we value individuals who demonstrate the following competencies:Accountability and Ownership: Take responsibility for assigned enquiries and service requests, ensuring appropriate follow-through and timely resolution.Critical Thinking and Problem-Solving: Independently assess situations, identify potential solutions, and exercise sound judgment within established procedures and responsibilities.Continuous Improvement: Identify opportunities to enhance existing workflows, support processes, and service delivery through constructive feedback and practical recommendations.Adaptability and Learning Agility: Quickly adapt to changing business requirements, emerging technologies, and evolving operational processes.Collaboration and Communication: Work effectively with colleagues, technical teams, and management to facilitate seamless coordination and consistent service delivery.Customer Focus: Maintain a professional, responsive, and solution-oriented approach when managing customer interactions and resolving concerns.