Position: Application Support Technician
Company: Adaptiq
Category: Support
Experience required: 2y
English level: upper

We are an innovative product Unicorn company.
Bringg is a cloud platform helping retailers and logistics providers to scale up and optimize their customer experiences and logistics operations.
We are looking for an Application Support Technician who wants to make an impact on the experiences of millions of people every single day.
Salary up to 3000$. Product company. 

You will be granted access to our diagnostic and utility tools allowing you to view and query customer-configurations in our PostgreSQL databases, debug API traffic and server-side operations via Kibana, identify and troubleshoot issues in client and browser logs. These diagnostics are frequently beyond the reach of the client company’s admins who call to request our assistance.

Responsibilities:
● Communicate with our customers and partners over email
● Triage inbound Support tickets by categorizing them according to predefined requirements
● Manage and resolve Tier 1 Tickets. Escalate Tier 2 tickets to Tier 2 team
● Capture and log all client and troubleshooting details in Zendesk
● Investigate and where required, document validated issues or product enhancement requests including relevant logs in JIRA
● Liaise with other Bringg Support teams (as well as Customer Success, Product and R&D) to facilitate resolution in line with the severity and impact of the support scenario. This could be via Zoom or Slack
● Ensure compliance with external regulations and internal policies and procedures
● Meet individual, team and company objectives in line with agreed KPIs
● Identify and escalate priority issues to the supervisor
Availability:
● Full-time position only. Typically 5 8-hour shifts a week including evenings and weekends.
● Flexibility and availability to help us maintain our 24/7 Helpdesk coverage commitments and customer SLAs. This is particularly important during peak US and LATAM business hours.
Requirements:
● 1+ year of experience in Customer Support / Technical Support role for an enterprise-level SaaS product
● Excellent written and spoken English language skills — a must!
Written/spoken Spanish/Portuguese/French — an advantage
● Proficient with a client-facing role
● Working knowledge of networking/IT principles (TCP/IP, DNS) and web (http/https) protocols is required
● Comfortable with APIs and knowledgeable about the various types (REST, SOAP), authentications patterns, different Gateways, and can speak intelligently about them
● Experience with information systems and technologies (e.g. data management, databases, SQL, etc.)
● Ability to adhere to processes and procedures
● Prioritization skills and capability to make high impact decisions while multitasking
● Excellent communication skills and understanding and documenting technical details
● Good ability to identify and apply documented solutions and fixes
● Interpersonal skills and character to build trust and maintain credibility
● Able to work with non-technical and technical customers alike
● Excellent skills in customer service and support procedures
Let me know if you are interested, it would be a pleasure to have a discussion with you!