Support Ops
شارك هذه الوظيفة
موقع الوظيفة:
الراتب شهرياً:
تاريخ النشر:
نُشرت منذ أكثر من 30 يومًا
عدد الوظائف الشاغرة:
1 عدد الوظائف الشاغرة
ملخص الوظيفة
ONLY APPLY IF YOU RESIDE IN AMMAN JORDAN
Role Description
- Unblocking of Customer Support driven issues
- Investigate issues and provide root cause analysis
- Validating issues against product requirements
- Research issues through code documentation and interviewing knowledge and stakeholders
- Creating action items from customer raised issues
- Providing workarounds to Customer Support driven issues
- Reporting bugs and product suggestions to product management team
- Reporting documentation improvement requests to technical writing
- Continuously contributing to the troubleshooting guide and improving internal knowledge documentation
- Propose infrastructure and system/software configuration changes to address production issues.
- Contributing to the incident report
- Escalate to proper teams in a timeframe that respect our service level agreements
What You Will Do
- Unblocking of Customer Support driven issues
- Investigate issues and provide root cause analysis
- Validating issues against product requirements
- Research issues through code documentation and interviewing knowledge and stakeholders
- Creating action items from customer raised issues
- Providing workarounds to Customer Support driven issues
- Reporting bugs and product suggestions to product management team
- Reporting documentation improvement requests to technical writing
- Continuously contributing to the troubleshooting guide and improving internal knowledge documentation
- Propose infrastructure and system/software configuration changes to address production issues.
- Contributing to the incident report
- Escalate to proper teams in a timeframe that respect our service level agreements
Technical Skills
- Experience in supporting a .Net based web application.
- Ability to identify complex issues by debugging the application and by analyzing traces and logs and escalating it to L3 team.
- Experience in writing T-SQL Queries Stored Procedures Functions etc. to investigate and fix issues.
- Experience in creating Scripts using PowerShell to automate recurring/scheduled tasks and/or facilitate handoff.
- Experience in Server-side languages like C# NET Core an open-source web development is an added advantage.
- Be proficient with JIRA to assign requests to other support/dev teams track or follow up on requests.
- Effectively time management and Prioritization skills in order to meet high level of service.
- Understanding of Software Architectures and API Designs.
- Understanding of Distributed Systems Designs
- Understanding of SDLC (Software development Life Cycle)
- Understanding of Software Quality best practices
- Understanding of System administration and networking
Soft Skills
- You are hardworking and eagerly embrace the challenge of solving problems both with software and soft skills.
- You are resourceful flexible and self-accountable and persevere in the face of obstacles.
- You are an articulate communicator proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers.
- You are curious about technology and software and learning how our customers use our product.
- You are a standout teammate who believes that the whole is greater than the sum of all parts.
- You are empathetic and enjoy teaching customers at all levels of technical proficiency.
- You are self-aware and are open to adapting to changing environments.
- You follow through on your commitments and request help when needed.
Candidate Requirements
- You are hardworking and eagerly embrace the challenge of solving problems both with software and soft skills.
- You are resourceful flexible and self-accountable and persevere in the face of obstacles.
- You are an articulate communicator proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers.
- You are curious about technology and software and learning how our customers use our product.
- You are empathetic and enjoy teaching customers at all levels of technical proficiency.
- You are self-aware and are open to adapting to changing environments.
- You follow through on your commitments and request help when needed
Required Experience:
Manager
المهارات المطلوبة
عن الشركة
Explorance is a rapidly growing software company recognized for its unique workplace culture. Currently, we are looking for a Customer Success Manager to be based out of Amman, Jordan, to join our dynamic team who thrives in a demanding, fast-moving environment.
