Technical Support Specialist

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Employer: Avangate
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
  • Updated at: 06.12.2017
    Short company description

    Avangate powers modern Digital Commerce, finally solving the complexity of online commerce, subscription billing, and global payments for Software, SaaS and Online Services companies.



    • Bachelor's Degree, Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent;
    • 2-3 years of previous software technical support experience in a helpdesk environment is preferred;
    • Working with HTML, CSS, JavaScript, PHP, SQL;
    • Being able to use a browser console to check elements or errors in web-pages;
    • DeBugging, troubleshooting and bug reporting;
    • E-Commerce concepts represents a plus;
    • Understanding of software development and support lifecycles;
    • HTML, PHP and Javascript at a low to intermediate level (be able to debug or create short scripts);
    • APIs knowledge;
    • Good understanding of how CDNs, IPs, servers and browsers work;
    • Good Microsoft Excel knowledge, be able to handle CSV files;
    • Excellent command of English language (both written and spoken);
    • Strong analytical skills;
    • Time management skills, used to prioritize tasks and workflow;
    • Good memory, willing and able to learn quickly new information and skills;
    • Client oriented, excellent communication skills;
    • Able to work as part of a global team;
    • Keen to learn through on the job training, but also formal training and personal study;
    • Proactivity, diplomacy, initiative.


    Key Responsibilities:
    • Responsible to interface with customers via Live chat and Help desk tickets to address and resolve T1 and T2 technical and product support inquiries;
    • Maintain and develop a broad technical knowledge of Company`s products and services;
    • Offer solutions to issues that are often non-standard/non-routine;
    • Dispatch to other internal groups or escalate if needed;
    • Diagnose and resolve customer problems;
    • Report and track faults throughout the support process;
    • Collect, interpret and communicate customer priorities and feedback regarding system design and performance to other internal teams;
    • Take ownership of escalated issues and follow through to resolution;
    • Work in internal projects designed for account setup/development.
    • Able to organize and present features/product demos in special cases.
    • Be able to participate in calls meant to resolve escalations.
    • Available to work in day and night shifts, including weekends and public holidays. We offer 24/7/365 support.

    Other info

    Job benefits:

    • Young, dynamic team and international work environment;
    • Attractive financial and benefits package;
    • Paid lunch every day with your colleagues;
    • Healthcare services for you through private medical subscription.