• Ability to keep 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 issue raised by clients or internal and escalate to the next level if can't be solved beyond the expertise
• Communicate to other department and teams keeping stakeholders and management informed
• Updating and managing Knowledge base
• Manage 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 at troubleshooting and excellent communication skills
• Strong knowledge/skills in at least 4 areas from the list below:
o No-SLQ (Mongo)
o Linux/UNIX systems
o JSON and XML syntax
o RESTFul API
o GIT (understanding, work experience)
o Basic scripting and programming: XML, JavaScript and Bash
Desirable knowledge/skills:
o Jenkins (ability to develop jobs)
o Knowledge of AWS CloudWatch or MS Azure
o Experience in Confluence apps (Connect, Jira)
o Message Broker system (AMQ)
• Work experience with workflow solutions
• ITIL Certification
• Familiarity with graphics and video editing software
Desirable:
• Familiarity with graphics and video editing software
• Knowledge and experience working with packet analyzer programs
• Bachelor's degree or equivalent tertiary qualification or certification
• ITIL Certification
People Skills
• Strong team player with ability to work with remote and international teams
• Highly organized, structured and process-oriented, with great attention to detail, accuracy and consistency
• Self-motivation and drive - confidence to work on own initiative and with limited supervision and
• Ability to effectively prioritize and manage conflicting internal and external tasks
• Positive, can-do attitude, problem solver, inspiring and driven
• Able to communicate effectively at all levels within a large organisation
• A quick learner who enjoys overcoming challenges, resolving issues or escalating as needed
• Proven relationship building skills
MUST HAVE 1. Technical Support exp in L2 or L3
2. Exposure to application support
3. API, FTP, Network, AWS, Unix, ,
4. Good analytical thinking and problem solving skill
GOOD TO HAVE message queue i.e AMQ, SQS
• Excellent communication skills, both oral and written English
• Additional languages will be beneficial
• May be required on occasion to work outside standard working hours
• Candidates must be eligible to work and live in the country of employment