Description
Ref #: 242761
Department: All Departments
Job Description
Our Technical Support team is looking for full-time team members! These persons will join usas part of our global support team and support our customers around the world.
Duties and Responsibilities
Our client users work 24/7, so you'll be expected to work some weekends and holidays. And though we support flexibility to let you take care of the important things in your life, you're expected to work during the normal working hours of your time zone.
When our client users have questions, they contact Support and we help them as quickly and awesomely as possible. Technical support handles a wide variety of inquiries including questions surrounding Git, GitHub, GitHub Actions, GitHub Packages, and our Ecosystem. Support also works closely with the engineering team to track down bugs and improve our documentation.
The most important characteristic of our support team is that we love helping developers. Ours is a place for people to work better, together. Our job is to help, support, treats users the way we'd want someone to treat our friends.
Our support teammates have excellent writing chops: stellar grammar, charming written personality, and the ability to explain complicated things simply. We measure our success in swiftness, accuracy, and clarity.
Requirements
Minimum Qualifications:
Experience using GitHub
Basic experience in programming with a language like Ruby, JavaScript, Java or .NET
Experience using Git and the command line
Experience interacting with REST, or GraphQL, APIs, and troubleshooting requests
Exposure to one or more of the following package management tools: bundler, npm, maven/gradle, dotnet / nuget
Exposure to client / server architecture in web applications
Stellar English and grammar skills
Excellent problem solving skills – you might not know all the answers but you know how to find and communicate the solution
Support experience, with a focus on empathy – you are attuned to hear the question behind a question
A unique writing style and voice
Preferred Qualifications:
Will love developers as much as we do
Could effortlessly explain how Git works to a non-developer
Experience working remotely
Familiarity with Docker
Understanding of CI / CD pipelines
Experience troubleshooting using stack traces and log files
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Job Description
Are you an experienced software support engineer looking for an organization where your career can develop rapidly within a short time frame?
Are you interested in gaining global experience and getting extensive training Microsoft Azure products? Do you take pride in delivering outstanding customer service?
Tek-Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations.
Due to expansion we are looking to add to our team of software support engineers. As a level 3 customer facing support engineer you will provide phone and email based technical support to corporate customers while ensuring ticket resolution and customer satisfaction.
Working on the Azure Apps services team you will review all cases related to App Service (web app) and Azure Apps service Plans, trouble shooting errors or issues on the platform and not issues related to customer code.
The most technical of our engineers, you will handle the most interesting and complex cases, some of which have been escalated by the Level 2 team. supported by our quality assurance team, Azure domain experts and training and development department, you will have a comprehensive induction and career training program.
Duties & Responsibilities
Act as the advanced technical contact, deliver advanced technical troubleshooting and problem-solving solutions for corporate customers including, issues escalated to the highest level of management
Collaborate with domain experts (SME’s) and escalation managers when additional support is needed
Manage critical issues by setting customer expectations, devise and implement action plans and professionally communicate to all parties involved
Seeks supplemental training to improve performance and develop specialization.
Competences
2-4 years experience in technical or customer support
Strong researching, problem solving and troubleshooting skills
Adaptability to work independently and part of a team bringing in experts when needed
Excellent customer service skills
Passion for technology and learning
Experience in Microsoft technologies/application’s development, testing and integration methodologies
Ability to communicate and interact effectively, in a professional manner with technical & non-technical staff (both verbal & written)
Ability to quickly adapt to technology and/or application changes and business delivery priorities.
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