POSITION: Technical support
Our client, an international organization who is a leading provider of language interpretation services is seeking to recruit a Technical support.
The successful candidate will be responsible for contributing to the business by supporting global clients and partners. Will also lead company’s 24*7 service support teams in multiple countries, help customers to resolve their technical issues, assure the customer satisfaction and service SLA.
● Monitor and dispatch customer tickets assigned to the level 2 support team. Analyze the
problem and isolate it to the platform or application layer. Resolve application related issues
or escalate platform issues to the level 3 support ticket team (R&D).
● Follow up level 3 tickets, and assist us to analyze, reproduce the issue and test the fix.
Provide a quick solution including a workaround to resolve customer issues in a timely
● Lead and coordinate with other engineers in level 2 support team, including daily issue
check, technical discussion, and continuously enhance knowledge base.
● Be the contact person from level 1 support team, answer technical queries, and build FAQ.
Contribute to maintain and improve the capability of level 1 support.
● Regular analysis of customer tickets to assure the service SLAs. Improve the support
process efficiency and bring customer feedback to other teams across the company
● Answer technical questions of a public developer forum.
● PaaS and SaaS cloud environments.
● Software stack: google, zoho desk, slack, confluence, gitlab.
● Basic knowledge of cloud applications security, performance issues and best practices.
● Good communication with global teams and customers.
● Be able to translate business needs into technical recommendations.
● Analysis complex issue.
● Team leader and Builder.
● Customer first and handling customer complaints.
NB: Flexi Personnel does not charge candidates for job placement.