Support Agent

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Job Category

Customer Success Group

Job Details

Global Support 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. The Agent is required to deliver in-depth technical support and strives for successful resolution. You will also use all available knowledge tools and resources and the ticketing system to reach the defined critical metrics. 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 encouraged to have the technical and interpersonal skills to deliver a high level of customer happiness. 

Responsibilities

• Identify and resolve customers’ requests/questions or incidents using relevant knowledge base tools or other technical resources.

• Work with big data coordinated in the Datorama platform to achieve the encouraged result from the end user side.

• Solve API discrepancies;

• Assist users with sophisticated calculations (including javascript syntax);

• Tackle visualizations using numerous widgets, CSS code, HTML etc.

• Work with sophisticated data models in order to integrate and aggregate the data in the platform accurately.

• Ensure excellent ticket documentation.

• Follow standard methodology incident management processes to ensure the important metrics are met.

• Align with/complete global support specific or ad-hoc tasks (managed services tasks).

• Meet support critical metrics (Initial response time, Average resolution time, Clients’ feedback)

Requirements: 

• Meaningful experience in a Technical Customer Service position (preferably in the B2B sector).

• Previous experience and knowledge of Datorama platform

• Excellent English communication skills, both written and verbal.

• Extensive experience using Excel (Nice to have some experience in SQL).

• “Problem Solving” character - Ability to apply analytical and investigative skills to resolve customer issues

• Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution

• Team Player

• Ability to work in shifts, including 24X7 support

• Advantage: Good understanding of one or many of BI platforms (e.g. Qlik, Tableau, Power BI); Experience in ERP and/or Reporting and/or Analyzing; Experience in BI projects;

• Advantage: Knowledge in JavaScript , HTML and CSS

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