You want to
Give customers and internal users an excellent and stress-free experience while reaching out to support
Assist users with configuring their applications to get it working exactly as they want
Diagnose and find root causes to issues raised by customers and end users
Log, track and manage support tickets using a ticketing system
Build a knowledge base for problem diagnosis and resolution
Setup processes and infrastructure to help increase efficiencies and reduce turn around times on support tickets
Mentor and guide junior members of the team
Work closely with 1st level support, the development and the quality assurance team to swiftly resolve issues as well as improve product quality and stability
You have
More than 2- 5 years of experience working in a technical support team
Good experience in analysing application application logs
Comfortable writing SQL queries to help diagnose issue
Familiarity with Javascript / PHP / .Net / Python or similar programming languages
Familiarity with command line for Linux
A never give up attitude while trying to find the root cause of issues
Take pride in solving issues quickly and contributing towards the improvement of product quality and stability
An ability to understand issues faced by the user and have a thought process that is geared towards problem-solving
Excellent verbal and written communication skills
Willing to be on call over the weekends / holidays in a rostered setup.
