Roles and Responsibilities:
- Take ownership of customer issues
- Troubleshoot problems and see them through to resolution
- Escalate unresolved issues to the appropriate internal teams
- Document knowledge in the form of solution articles
- Master the use of a helpdesk software
- Collaborate with Product Management & Engineering teams to identify and drive improvements to our existing products
Skills Required:
- Relevant Bachelor’s degree at a minimum 2-4 years of experience in a client-facing, technical support role.
- Understanding and hands-on on at least one of the programming languages (Ruby, Python, PHP, Java, DotNet) or
- Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues.
- Knowledge of SQL, Networking (TCP/UDP/IP), and HTTP is a plus.
- Obsessed with customer support and delighting the customers.
- Knowledge of analytics tools such as MS Excel and Google sheets.
- Team player who can engage with other functions to deliver a better customer experience and drive collaboration.
- Proven track record of taking ownership of tasks and driving forward to resolutions.
- Analytical, with the ability to interpret customer data and trends.
- Excellent written and spoken communication skills, listening skills, and presentation skills.
- Capable of working independently and developing relationships with customers, partners, internal team members, and other related stakeholders.
- Willing to work on weekends
Perks and Benefits:
- Remote first culture.
- Home office Infra allowance.
- Industry-leading compensation and benefits.
- Premium healthcare/wellness benefits for employees and families.
- Open culture and working with a young and dynamic team.
- Career advancement opportunities.
- A generous vacation policy leads to a great work-life balance.
