Требуемый опыт работы : 1 3 года
Полная занятость, полный день
We are searching for a new person to strengthen our Support team that today consists of 4 persons .
You have an eye for quality, structure and are not afraid to change our product for the better.
Clients are based in Canada / USA
You like working with customers, are focused on delivering high quality services and want to reach your goals
together with your colleagues within an agile and competent customer focused environment.
Have worked 2nd line Software Support, Product Support, Application Support or Software quality assurance.
Novice level in SQL, Excel
Have conducted one-to-one sessions with customers to be able to establish the root of the problem. This includes diplomatic explanations to the customer if they are not using the application correctly.
High level of written / verbal English skills (this person will use large part of their time conducting remote sessions,
telephone conversations and troubleshooting with customers
Experience of working within SLA defined support
Role description :
Provide 2nd line support.
Identify, analyze and troubleshoot software issues;
Test new releases, fixes, and changes requested by the customers;
Analyze big volumes of the data in a database either to find the root cause of the problem or to ensure data consistency and accuracy;
Help developers to troubleshot software issues, describe defects clearly
Train and assist end users with the application, suggest workarounds and possible solutions even when documented guidelines do not exist;
Prepare user manuals, step-by-step instructions
We can offer :
A strong and agile Support environment
Our vision is to be the preferred and safe choice for ambitious businesses whose success and performance highly depend on effective management of contracts.
Title 2nd line Customer Support Analyst
Start as soon as possible
Category IT / Telecommunication / Internet / Application development
Send your CV (don’t forget specify phone and skype / viber contact)
Leadership SkillsAgile Project ManagementTeamleadingMS SQLTeamplayerCustomer Support