Position: Application Support Technician
Company: Adaptiq
Category: Support
Experience required: 1y
English level: upper
Published: 2022-05-01T00:00:00+03:00

**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