We are looking for a candidate who will work as a Technical Support Software Developer to be the first point of contact for service requests or incidents reported to the Service Desk and/or Contact Center. Every incident has a skill tier, and it is up to you to quickly classify the incident and either resolve it or escalate it to the appropriate engineering team if necessary.
In this role, you take pride in providing timely and quality customer support and ensure that customers are impressed at every interaction. The problems you'll encounter are complex and the solutions might be configuration, database-level, or even code-level. It's an immense responsibility, but one that can put you on the fast track to career advancement.
Responsibilities
This individual will be responsible for:
Serve as the first point of contact for contact center users and customers reporting service requests or incidents.
Ensure timely and professional responses to customer inquiries, demonstrating a commitment to quality customer support.
Impress customers by effectively solving both simple and complex technical problems, and going above and beyond to exceed expectations.
Classify incidents based on their skill tier and take appropriate action to resolve them or escalate them to the appropriate engineering team if needed
Explore and discover the root causes of issues, exploring source code, databases, logs, and traces to provide accurate and effective solutions.
Maintain ownership of incidents throughout the resolution process, ensuring timely updates and closure with the customers
Continuously grow your product knowledge, both in breadth and depth, to better support customers and resolve technical issues efficiently.
Strong teamwork and collaboration with the customer experience team, engineers, and other stakeholders with the ability to work effectively with cross-functional teams.
Proficient in documenting customer interactions, troubleshooting steps, and solutions accurately and comprehensively, plus also contributing to knowledge base articles to improve self-service options for customers.
Continuously learning, sharing knowledge, and staying updated with engineering trends and technologies.
Skills
The ideal candidate for this position should have the following:
Familiarity with programming languages like Python/Django and/or Golang for analyzing source code or debugging issues.
Strong understanding of software systems, databases, and networking principles.
Understanding and experience of Git version control system concepts for managing code changes and collaborating with development teams.
A customer-focused mindset with a commitment to delivering exceptional customer support.
Proficiency in remote desktop tools such as TeamViewer, Remote Desktop Protocol (RDP), or VNC for providing remote assistance.
Experience with ticketing systems like Jira,Fresh Desk ServiceNow, or Zendesk for incident management and tracking.
Strong attention to detail to ensure accuracy in diagnosing and resolving technical issues.
Capacity to handle multiple incidents simultaneously based on urgency and impact
Aptitude for digging deep to uncover underlying causes of problems and develop effective solutions.
Thoroughness in documenting incidents and maintaining detailed records.
Proactiveness in identifying recurring technical issues and proposing proactive solutions to prevent future occurrences.
Initiative to seek out opportunities for process improvements and contribute to the overall enhancement of technical support services.
Flexibility and adaptability to navigate through evolving technical environments and changing priorities.