Customer Support Engineer

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Employer: Aurachain
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 16.10.2020
    Short company description

    Aurachain Romania began its journey around 14 years ago, launching into the enterprise software market with a product focused on business process automation. During this time, we have successfully delivered well over 100 process governance client solutions across 15 countries in Europe, Australia and the Gulf. We have also been recognized as a global award-winning leader and innovator in the enterprise software space.

    Requirements

    REQUIRED SKILLS

    - University degree – Bachelor degree in computer science or relevant IT programming experience
    - 3+ years of experience in a client facing role providing help desk support or implementation activities (i.e. customer support, customer onboarding)
    - 1+ years of experience in working in JAVA web applications
    - Understanding of Incident, Problem, and Change Management and/or ITIL Framework
    - Experience using defect tracking systems (e.g. Jira)
    - Proven experience in JavaScript, HTML, CSS
    - Experience in Databases such as PostgreSQL, IBM DB2, MySQL or equivalents
    - Basic knowledge in Web Services (SOAP, JSON-RPC, REST, Swagger) & XML/JSON
    - Experience working with Linux environments: Debian based, Redhat based
    - Basic knowledge in Kubernetes and Docker is a plus
    - Basic knowledge in Logging & Monitoring Tools: Grafana, Prometheus, Kibana, Elasticsearch is a plus
    - Experience working with Cloud Platforms: Google/AWS/Azure/Openstack is a plus
    - Basic knowledge in Java EE Development is a plus
    - English C level – Proficient user (speaking & writing)

    Competencies required:

    - Excellent organizational skills with the ability to listen, follow up, attention to detail, and accomplish desired results verbally and/or in written form to appropriately document issues
    - Strong analytical and problem-solving abilities
    - Strong troubleshooting skills and experience
    - Proven success supporting technology and delivering high quality customer service
    - Ability to work well with minimum supervision and proactively follow up on outstanding issues/tickets
    - Ability to handle multiple projects with shifting priorities and frequent interruptions
    - Strong interpersonal, written, and verbal communication skills, with the ability to effectively communicate with individuals at all levels within the organization
    - Ability to work well under pressure in a fast-paced and deadline-oriented environment
    - Proven ability to quickly learn new technologies and clearly communicate their value proposition
    - Ability to present complex information to a variety of audiences

    Responsibilities

    - Provide first level support for service requests and incident resolution on Aurachain Platform & Custom Apps
    Responsible for logging and tracking incidents and service requests by utilizing, monitoring and managing JIRA Customer Portal ticketing system

    Validate User Requests proper categorization & prioritization

    Document detailed and proper descriptions of problems and resolutions in ticketing system

    Accurately troubleshoot and decipher problems by asking probing questions and utilizing available resources

    Analyze, diagnose, and provide workarounds, when possible, until the fix can be supplied to the customer

    Escalate unresolved issues to L2 – the product team, with all available information

    Maintain ownership of escalated incidents and requests through resolution, owning the relationship with the customer

    Follow up on all outstanding calls and open ticket items to ensure timely resolution and customer satisfaction

    Follow up with users to ensure problems were resolved successfully

    - Manage Aurachain Platform releases/patches cycle
    Perform the rollout of Aurachain Platform new release on customer environments (DEV, TEST & PROD) – On cloud

    Ensures platform releases deployment guidance on customer environments (DEV, TEST & PROD) – On premise (only if agreed by contract)

    - Ensure Aurachain Platform Management (OS level upwards) – On Cloud:
    Aurachain Platform administration (setup users, email, notifications, etc),
    Layered operational monitoring (servers & services monitoring)
    Scheduled Preventive and Proactive Maintenances (for cleanup, extensions, etc)
    Scheduled automated Backups and Recovery

    - Maintain a predefined call closure rate on incidents entered into ticketing system
    - Document related issues to maintain a platform support Knowledge Base
    - Create and maintain how-to articles about the Aurachain platform, including features, tips & tricks, configurations, troubleshooting, FAQs
    - Provide assistance and guidance to customers and partners on how to make use of the platform
    - Initiate and deliver ad hoc individual client/partner training workshops, if necessary
    - Facilitate forwarding new platform feature requests and provide platform feedback to the Product Development Team
    - Collaborate with Aurachain product team to understand new features and enhancements related to upcoming releases
    - Monitor customer’s adoption of Aurachain platform and proactively encourage areas for improvement
    - Cultivate and maintain strong relationships with key customer’s stakeholders to ensure customer success
    - Maintain regular communication with both the customer and internal teams, and effectively manage client’s expectations

    Travel:

    10 % of work time

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