Advanced Technical Support Engineer

2 tygodni temu

Krakow, Polska Cornerstone Pełny etat

technologies-expected :
Java
Tomcat
Oracle
Linux
Windows Server

about-project :
The Advanced Support specialist is a member of a strong technical team delivering world-class support for some of our SaaS solutions. They must be genuinely excited to help our customers resolve issues and will use their extensive problem-solving skills to make sure they deliver an outstanding customer experience. Our Support teams are strong communicators and will advocate for our customers whilst managing their expectations to ensure strict SLA’s are met across the global customer base.
This Level 2 Support role will require analyzing and documenting defects with the Development team, and liaising with multiple internal teams to deliver fixes whilst maintaining direct engagement with the customer.

responsibilities :
Understand multiple products from our portfolio and demonstrate an ability to help customers find solutions to their issues
Provide telephone and written support to customers, resolving technical and functional problems of varied complexity
Troubleshoot using all available knowledge resources including log file analysis
Replicate customer problems on test environments in order to isolate root cause and find a solution
Ability to handle all types of customer and business situations: assessing severity, impact, and escalate to management when appropriate
May travel to customer sites to troubleshoot environment sensitive problems
Clearly articulate to customers and management a problem definition
and a resolution plan
Ensure high customer satisfaction through prompt handling of tickets, communication with customers and adherence to SLA’s
Allocate time to projects as required
Know and understand all processes
Easily adjust to change in processes
Build network of people to assist in processes
Build deep understanding of at least one product to become an Expert
Increase technical expertise via attending training sessions, reading technical documentation

requirements-expected :
Highly committed individual with a background in a problem solving, customer service environment
Highly organized with understanding of processes, SLA’s and tools in product support
Strong written and verbal communication skills with an ability to speak confidently and articulately customers
Ability to listen effectively and show patience while working with customers
Ability to multitask effectively and work well under pressure
Ability to influence in order to build productive relationships across teams
Ability to learn new technologies quickly
Intermediate knowledge of Linux and Windows Operating Systems
Experience with the technology stack (Java, Tomcat, Oracle)
Experience supporting and troubleshooting web applications
About 3-4 years of prior experience in Customer Support or working with HRIS, CRM or any other Cloud Solution Suits.
University Degree in Computer Science (or equivalent)
Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
Consideration for privacy and security obligations
Fluency in English. Additional languages will be appreciated

benefits :
sharing the costs of sports activities
private medical care
sharing the costs of professional training & courses
life insurance
remote work opportunities
flexible working time
fruits
integration events
dental care
retirement pension plan
corporate library
no dress code
video games at work
coffee / tea
parking space for employees
leisure zone
shopping coupons
sharing the costs of tickets to the movies, theater
christmas gifts
employee referral program
charity initiatives
extra leave
extra day off on your birthday

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