Summary
Join our team as a Customer Champion and deliver exceptional customer service, technical support, and proactive solutions to our clients.
Requirements
- At least 2 years of experience as a Technical Solutions Engineer or equivalent experience
- Minimum of 2 years of e-commerce (or similar) platform experience
- Solid customer management experience, and understanding of commercial and profitability concepts
- Full working proficiency in English both written and verbal
- Solid technical knowledge base (Zabbix, Newrelic, Graylog, SQL, PHP, HTML)
- Basic understanding of Solr, Elasticsearch, AWS, DNS and SSL
- Technical content creation experience
- JIRA, Confluence/KB
- Experience working according to SLA’s
Responsibilities
- Gather, commit and persevere information or data for analysis from the client
- Coordinate with developers and project teams to ensure the timely resolution of incidents, uphold strict customer service standards and drive customer satisfaction
- Manage customers as the main point of contact, provide customers with status reports in a thorough and timely manner
- Organize releases and act independently on all stages
- Triage the issues and conduct incident analyses, proactively manage incidents within and exceeding SLA
- Lead P1 and P2 issues through the execution
- Record & track incident information in Jira
- Create and maintain internal wiki content
- Assist to Junior Engineers
Benefits
- Remote Work opportunities with an ultra flexible working culture
- Professional Mentoring Program with Semi-Annual Performance Review, 360 Feedback and Individual Growth Roadmap
- Multiple learning opportunities and Professional Certification Programs
- Working as a part of a Global team in a Multicultural Environment
- Unlimited Paid Annual Leave
- Gifted Birthday Leave
- Medical Insurance Reimbursement
