L2 Support Expert is software focused, technology savvy and forms part of our Global Customer Support team The role requires strong technical skills, good communication skills, troubleshoot issues, identify workarounds and solutions, as well as juggle several tasks at a time. He is accountable for the individual achievement of SLA targets and manages and maintains the tasks queue. Responsibilities:-
- Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
- Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.
- Identify, resolve or manage the resolution of system issues
- Troubleshoot platform issue raised by clients or Adstreamers and escalate to the next level if can’t be solved beyond the expertise
- Communicate to other department and teams keeping stakeholders and management informed
- Updating and managing Knowledge base
- Manage escalation process of issues from L1
- Mentor Technical Support Specialists (L1) to help them understand more complex issues/ configurations
- Own and track tasks within SLAs
Specialist Knowledge/Experience Required:- - Experience in a relevant position;
- Experience in software testing and correction
- Consistent performance under pressure
- Demonstrated success at troubleshooting and excellent communication skills
- Strong knowledge/skills in at least 4 areas from the list below:
- SQL (MS SQL, Postgre)
- No-SLQ (Mongo)
- Linux/UNIX systems
- JSON and XML syntax
- RESTFul API
- GIT (understanding, work experience)
- Basic scripting and programming: XML, JavaScript and Bash
-
Desirable knowledge/skills: - Jenkins (ability to develop jobs)
- Knowledge of AWS CloudWatch or MS Azure
- Experience in Confluence apps (Connect, Jira)
- Message Broker system (AMQ)
- Work experience with workflow solutions
- Familiarity with graphics and video editing software
- Knowledge and experience working with packet analyzer programs
- Bachelor’s degree or equivalent tertiary qualification or certification
- ITIL Certification
|
|
|
|
