Advanced Technical Support Engineer

tten support to customers, resolving technical and functional problems of varied complexity

• Troubleshoot using all available knowledge resources including log file analysis

• Replicate customer problems on test environments in order to isolate root cause and find a solution

• Ability to handle all types of customer and business situations: assessing severity, impact, and escalate to management when appropriate

• Clearly articulate to customers and management a problem definition
  and a resolution plan

• Ensure high customer satisfaction through prompt handling of tickets, communication with customers and adherence to SLA's

• Allocate time to projects as required

Process Improvement / Knowledge Building

• Know and understand all processes

• Easily adjust to change in processes

• Build network of people to assist in processes

• Build deep understanding of at least one product to become an Expert

• Increase technical expertise via attending training sessions, reading technical documentation

You've got what it takes if you have / are...

• Highly committed individual with a background in a problem solving, customer service environment
• Highly organized with understanding of processes, SLA's and tools in product support
• Strong written and verbal communication skills with an ability to speak confidently and articulately customers
• Ability to listen effectively and show patience while working with customers
• Ability to multitask effectively and work well under pressure
• Ability to influence in order to build productive relationships across teams
• Ability to learn new technologies quickly
• Intermediate knowledge of Linux and Windows Operating Systems
• Experience with the technology stack (Java, Tomcat, Oracle)
• Experience supporting and troubleshooting web applications
• About 3-4 years of prior experience in Customer Support or working with HRIS, CRM or any other Cloud Solution Suits.
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
• Consideration for privacy and security obligations
• Fluency in English. Additional languages will be appreciated