HiringL2 Support Expert and L1 Support
Application Support | Trouble Shooting | L2 Technical Support | No-SQL | Linux/UNIX | HTTP | JSON/XML | Java Script | Bash
Overview:
The L2 Support Expert is software focused, technology savvy, and forms part of our Global Customer Support team. The role requires strong technical skills, good communication skills, troubleshooting issues, identifying workarounds and solutions, as well as juggling several tasks at a time. The expert is accountable for the individual achievement of SLA targets and manages and maintains the task queue.
Ability to keep the customer at the forefront of all requests and advocate for the customer's needs at all times.
Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums, and social media.
Identify, resolve, or manage the resolution of system issues.
Troubleshoot platform issues raised by clients or internally and escalate to the next level if they cannot be solved beyond the expertise.
Communicate with other departments and teams, keeping stakeholders and management informed.
Update and manage the Knowledge Base.
Manage the escalation process of issues from L1.
Mentor Technical Support Specialists (L1) to help them understand more complex issues/configurations.
Own and track tasks within SLAs.
Specialist Knowledge/Experience Required:
Experience in a relevant position.
Experience in software testing and correction.
Consistent performance under pressure.
Demonstrated success in troubleshooting and excellent communication skills.
Strong knowledge/skills in at least 4 areas from the list below:
No-SQL (Mongo)
Linux/UNIX systems
JSON and XML syntax
RESTful API
GIT (understanding, work experience)
Basic scripting and programming: XML, JavaScript, and Bash
Desirable Knowledge/Skills:
Jenkins (ability to develop jobs).
Knowledge of AWS CloudWatch or MS Azure.
Experience in Confluence apps (Connect, Jira).
Message Broker system (AMQ).
Work experience with workflow solutions.
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