L2 Customer Support Architect - $5000/month - Remote Work

Employer: Crossover Romania
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • nationwide
    Updated at: 19.09.2018

    We're running an Online Hiring Event on September 22nd, 2018 to hire L2 Customer Support Architects ($60K/yr).

    Online Hiring Events are live forums designed to enable you to understand the role and requirements through an interactive Q&A session followed by a self-directed testing process. The testing takes between 3-5 hours to complete. It’s worth taking the time to finish all the tests because we evaluate every single complete application to find the top talent.

    This event will include all testing required to apply for the role. Upon grading the tests, and if you advance, we will set up an interview with the hiring manager.


    You will provide In-depth technical support.

    You will be onboarded to our unconventional Agent University, a self-learning system through which you get to know every single product and after graduation, you will be enrolled into our very own Pair Support Program.

    Never heard of it? Sure, it is our very own program in which together with a ‘’navigator’’ newcomers ‘’drive’’ through solving real customer tickets guided by top performer agents. The main goal of Pair Support is to create a culture where all team members solve tickets on all products in a continuous improvement learning environment.

    You will have to showcase your advanced analytical, and problem diagnosis skills because your main duty is to troubleshoot and look for customized resolutions to help customers out.

    You must communicate effectively in English in order to translate technical solutions to non-technical customers.

    You will have the opportunity to learn how to use the top cloud-based Zendesk Support ticketing system where you can focus on the customer instead of workflow.

    You will be measured by the quality and productivity of your service, so you need to be comfortable with receiving daily feedback and integrating it into your service.

    You will be part of a fast pace environment where information, processes, and procedures can literally change from one day to the other, and you need to keep up the pace.

    L2 Customer Support Engineers will have a full caseload at all times, so you will need to manage time and adjust priorities as caseload evolves.

    Candidate Requirements:

    • Strong oral/written communication skills in English is a must, so you can communicate effectively and professionally with customers
    • At least 4+ years, as a front-line agent in a high-volume contact center
    • Software architect-level technical acumen in modern software languages - since 90% of the products you will be supporting are written in Java or .Net - you will be asked to prove your technical skills in these languages


    Required administration and/or troubleshooting of: 
    • Windows or Unix/Linux Server 
    • Network and Webservers 
    • Database MS SQL / MySQL / Oracle / PostGreSQL 
    • Sharepoint 
    • Active Directory 
    • Java / Java Script / CSS / HTML 
    • AWS 
    • Docker 
    • Python

    Bootcamp Program:

    To be considered for this position you are required to take part in a mandatory training series and tests included in our 4-week Bootcamp program.

    After grading your tests, you will be eligible to take the Bootcamp which is usually held within a week of obtaining your test results. You will be paid the full-time rate for 40 hours per week for four weeks.

    Once the Bootcamp tests are complete, we will be able to evaluate you for the position correctly. Bootcamp is a very tough training program, and only an average of 50% of attendees can finish it. Taking the Bootcamp doesn’t guarantee that you will be hired, but it is a requirement as part of the hiring process.

    Join our community of remote professionals!