Technical Support Engineer - Datorama

Job description

Job Category

Customer Success Group

Job Details

Department Description:

The Global support specialist (agent) is the first point of technical support for the end users of Datorama. The Agent will take ownership of all tickets assigned to the Global Support queues in Fresdesk. The Agent requires to deliver in-depth technical support and strive to deliver a high level of resolution. The agent will use all available knowledge tools and resources and ticketing system to achieve the defined KPIs. They are required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process. They are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.

Role Description (Introduction):

Works with customers to resolve technical cases via multiple channels, phone, email and chat. Customer success focus creates and manages knowledge articles to increase case deflection and maximize customer satisfaction.

Your Impact (Responsibilities):

- Identify and resolve customers’ requests/questions or incidents using relevant knowledge base tools or other technical resources.
- Ensure excellent ticket documentation.
- Follow best practice incident management processes to ensure the KPIs are met.
- Comply with/complete global support specific or ad-hoc tasks (managed services tasks).
- Escalate complex tickets to 2nd tier support and follow up for resolution
- Meet support KPIs (Initial response time, Average resolution time, Clients’ feedback)

Minimum Qualifications (Required):

· English (Read, Write, Speak)
· 2-5 years of prior experience in Customer Support
· Experience with BtoB software
· Demonstrated analysis, problem solving and skills troubleshooting expertise
· Ability to effectively prioritize and escalate customer issues as required
· Ability to multi-task and perform effectively under pressure
· Understanding of database concepts and data management (RDBMS) and SQL
· Understanding and experience reading/writing HTML

Preferred Qualifications (NOT Required):

· Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
· Read, develop, and debug software with Java, Visual Basic, C# or at least one modern object-oriented language.

Posting Statement

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