- Work on and resolve technical issues reported by internal and external customers.
- Maintain impeccable case hygiene and customer-related files and records.
- Customer Advocate providing support to users/administrators of our platform.
- Understand our platform, cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations.
- Manage customers' expectations and experience in a way that results in high customer satisfaction.
- Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
- Suggest and implement improvements to internal processes.
- Communicate with customers and our teams through case, phone, and other electronic methods.
- Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
- Strong commitment to own development by continuously updating knowledge, skills, and abilities
- Strong sense of ownership; readily takes responsibility for actions and makes amends as necessary
- Ability to build a trustworthy reputation by honouring agreements and reliably following through on commitments.
- Ability to break down complex concepts into parts to better understand them.
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
- Personal commitment to quality and customer service.
- Ability to remain focused on achieving key goals, even in the face of obstacles and setbacks.
- Ability to multi-task and efficiently manage the case queue.
- Ability to respond to different situations with an appropriate level of flexibility.
- A team player attitude to work efficiently in a collaborative environment.
- A Bachelor's in Computer Science (or related technical degree) or 1+ years of related experience within a technical support environment.
- Some understanding of Object-oriented programming languages like Java.
- Some understanding and knowledge of the components in the web applications stack.??
- Some understanding and knowledge of the scripting languages:?JavaScript, Python, Perl, Unix Shell, Windows Shell.
- Some understanding and knowledge of Linux/Unix.
- A good Experience with relational databases (e.g. MySQL, Oracle).