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:
  • BUCHAREST
  • Cluj Napoca
  • Timisoara
  • nationwide
    Updated at: 14.11.2018

    We're running an Online Hiring Event this coming Saturday 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 apply for a role at Crossover, you will go through a series of online tests, usually during the online hiring event. If you pass these tests, you will be offered the opportunity to participate in our four-full-time week Bootcamp training program. This is elite training taught by our top instructors. 

    Here’s what our graduates have to say about Bootcamp: 

    "I am very pleased to say that because of Crossover's unorthodox and unique way of transferring the knowledge through (Paired sessions, coaching sessions with CSMs), I have never been more confident in my technical skills and abilities for my role."
    -Mikael F 

    "The CTO Bootcamp was another thing that motivated me. I wanted to see how CTOs across the globe work and learn from them."
    -Javed Z 

    "I've been with the company since Aug (been part of the second Bootcamp) and since then I've learned SQL, databases, servers, tapes, other content management systems etc- and that's only been in 3 months. Usually when I'm in a new company, I learned a lot about their platform, their tools etc during the length of my time with them but never at this speed!"
    -Monnaliza T 

    It is offered as soon as you want to get started. You will be compensated for 40 hrs/ week at the hourly rate for the role you are applying to. Bootcamp training is an excellent opportunity to learn about our culture, expectations, tools, processes, and procedures. It's an intensive and demanding program, but every graduate is guaranteed a job at the end of it.

    Join our community of remote professionals!