Mô tả công việc
Giới thiệu về công ty
Trách nhiệm công việc
Day to Day
- Triage, trouble-shoot and resolve escalated customer issues from multiple inbound channels
- Works with internal and external stakeholders to facilitate the timely resolution of customer issues
- Create, update and enhance external and internal product documentation based on customer interactions
- Anticipates and communicates blockers or delays for your work before they require escalation
- Providing a clear end of day hand-over of critical issues for continued investigation by the global technical support engineering team
- Participate in customer calls and meetings where required to assist in issue resolution
- Drive product enhancements with the Product Development team based on your product expertise and frontline knowledge of customer needs
- Proactively identify and implement improvements to the global support engineering team processes
Technical Duties
- Provides technical advice and product expertise to customers and internal stakeholders to assist in the timely resolution of customer escalated issues
- Collaborate with Product Development team and submit merge requests to resolve bugs
- Develops production-ready bug fixes that are easily testable, understood by other engineers, and accounts for edge cases and errors
- Ensures their commitments are realistic, understands their priority and urgency, and delivers upon them accordingly.
- Communication Duties
- Communicates with their team, internal stakeholders and with customers in an effective, clear, concise manner in both written and verbal form on technical and non technical subjects.
- Helps their fellow team members overcome obstacles, resolve blockers, and complete work tasks
Kỹ năng & Chuyên môn
Minimum Qualifications
- Excellent written and oral English communication skills for internal and customer communication
- Excellent problem solving and diagnostic skills
Desired Skills & Experience
- Degree in Computer Science, Information Technology, Engineering, Mathematics or similar field of study
- Previous experience in a customer facing role
- Previous experience with one or more of the following:
- React.js
- Java+Spring
- Node
- Unit testing frameworks
- CSS Preprocessors (ideally Sass)
- Kotlin
- Scala
- Typescript
- CI/CD tooling and automation
- Experience working with agile development methodologies
- Knowledge and experience with issue tracking tools such as Jira and Zendesk
- 1+ years experience in a similar role
Phúc lợi dành cho bạn
- Great healthcare packages
- MacBook Pro provided
- Competitive salary
- 7 paid sick days & 20 paid leave days & 8 Mental Health Days per year
- Kitchen stocked with snacks & drinks
- Fun, creative and fast-paced working environment
- Our offices have creative, open workspaces with room to play, reflect, and relax
- We support your ongoing education and learning as a valued teammate.
- Life isn’t crammed into a 9-5. We provide a balanced lifestyle to encourage you to perform at your best.
- Our team is extremely competitive, and we will challenge your best table tennis skills.
- Working time: Mon - Fri
- 12 days of paid holiday per year
- Equity in the form of SARS (Stock Appreciation Rights)
- Learning & Development Stipend