Position: Application Support Technician
Company: Adaptiq
Category: Support
Experience required: 2y
English level: upper
Published: 2022-08-01T00:00:00+03:00

Our mission is to help companies scale up and optimize their customer experiences and logistics operations. Our cloud platform connects, automates and orchestrates supply chain technology, people and providers, making innovative delivery and fulfillment models accessible and valuable to everyone.

Our UA Technical Support Helpdesk Team works closely with our customer success, solutions experts, and R&D teams (as well as our Tel Aviv and Chicago-based Support Teams) providing 24/7/365 assistance and resolutions for technical and product issues, and communicating and building trust and relationships with large international customers in the USA, Europe, and LATAM.

You will be the first point of contact for our enterprise-level customers and partners via email.

You will be responsible for addressing and responding to a broad and varied range of issues and requests. You will undergo support training program covering both infrastructure and product-specific knowledge from user experience to configuration, analytics, and back-end troubleshooting.

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:**

2+ years 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

**We offer:**

Paid vacation of 20 working days with additional holidays to the traditional ones
Broad possibilities to learn new technologies and develop personal and professional skills
Zero bureaucracy
Ability share your knowledge across the team and outside
Top-notch equipment and working conditions to make work comfortable
Cozy and comfortable hybrid office once it will be safe
Corporate events and celebrations, we love to have fun :)