Customer Service Representative

About the role

Kayana is a fast-growing technology company that helps small and medium-sized businesses with POS systems, self-service kiosks and integrated payment solutions, operating across the USA, UK, Europe and Australia. It is looking for a Customer Service Representative to deliver customer support to international clients across the UK, USA and Australia, covering real-time operational and technical issues across different time zones.

Key responsibilities

• Manage and respond to customer enquiries, service requests and reported concerns through online support channels.
• Deliver real-time operational and technical support to international clients, ensuring service availability across time zones.
• Assess technical concerns, identify possible causes and perform initial troubleshooting to separate software from hardware issues.
• Resolve issues using established troubleshooting procedures, technical documentation and support protocols.
• Escalate complex or unresolved issues to the right technical teams or line management.
• Track bugs, incidents and outstanding requests, keeping clients informed of progress and resolution timelines.
• Maintain accurate records of interactions, escalations and resolutions in the support systems.
• Identify recurring issues and recommend improvements to support efficiency and customer experience.
• Collaborate with internal departments and technical stakeholders on issue resolution.

Required profile

• Good written and verbal English, able to communicate professionally with international clients.
• Previous experience in customer service, technical support, helpdesk or a similar customer-facing role is an advantage.
• Ability to work independently and collaborate with cross-functional teams; flexible schedule required due to international clients.

Required skills

• Basic computer literacy and familiarity with digital communication and online collaboration platforms.
• Fundamental understanding of software and hardware environments.
• Ability to read technical documentation and follow support protocols.
• Analytical thinking, attention to detail and ability to handle multiple enquiries in a fast pace.