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

It's the #1 unified delivery & fulfillment cloud solution to rapidly improve your delivery capacity, pickup services, and customer experience at scale.

The 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 Technical Support Team works closely with our customer success, solutions experts, and R&D teams to provide resolutions for technical and product issues while communicating and building trust and relationships with large international customers.

What you are expected to deliver
- Handling both customer support and technical support questions from Bringg customers.
- Provide exceptional support services to both technical and non-technical users
- Deep investigation and root cause analysis into reported issues using a variety of tools
- Case management with multiple competing priorities and ensure they are followed up correctly & promptly
- Escalating issues to R&D and reporting bugs
- Communicating and coordinating issues affecting customers
- Validating issues and performing functional testing to validate fixes that relate to cases
- Develop a strong understanding of Bringg and its components
- Understanding customer needs including relevant features and configuration requests
- Manage production incidents including communicating to internal and external stakeholders
- Reporting on customer performance and monitoring usage to assist with implementation and support activities
- Assist in knowledge transfer and documentation across the company and to our customers
- Continually improve the support process to ensure the best service is provided in an efficient and effective manner

Required skills
- 2 years experience in L2 or L3 technical or application support
- Proven experience using SQL at an intermediate level
- Proven track record working with REST APIs
- Experience with providing technical and application support for Web & Mobile platforms
- High level of English (a must!) with both strong written and oral communication skills
- BS degree in Computer Science or related technical field
- Customer-oriented with a customer-facing experience
- Experience working in operationally-critical environments in high-pressure situations

The position included shifts: 
Afternoon shift on business days (16.00 - 01.00 GMT+3) 
Night shift on weekends (22.00 - 07.00 GMT+3)
Totally up to 40 hours of work per week.
Additional vacation days for shifts on holidays.

We offer
- Zero bureaucracy
- Ability to work both with the existing mature product and new components from scratch
- Paid vacation of 20 working days with additional holidays to the traditional ones
- 10 paid days for sick leave
- Medical insurance
- Сompensation for equipping a workplace at home
- Monthly compensation for lunches
- Sport compensation
- Ability to share your knowledge across the team and outside
- Top-notch equipment and working conditions to make work comfortable