Tech Support Analyst

Уровень зарплаты
от По договоренности
Москва
Bright Pattern, a US-based company, is looking for a tech support analyst to join our team in Moscow.We develop and host a multichannel cloud customer service communication software, offering companies the ability to efficiently communicate with their customers via phone, email, web chat, video and a number of messaging apps such as Telegram, Facebook Messenger, WeChat and LINE.
Our support team operates at the world-class 96.5% net promoter score satisfaction rating.Can you take responsibility for making a customer successful? Please join us then!
Tasks:
- Help customers obtain maximum value out of our service
- Diagnose, replicate and document product issues experienced by customers
- Define Product Enhancements based on customer system use patterns
Requirements:
- Track record of strong troubleshooting experience in complex systems
- Provide “Root Cause Analysis” for system incidents
- Excellent oral and written communication skills in English to drive customer satisfaction
- Extensive experience in a customer-facing support arena
- The willingness to take on multiple tasks/assignments/on call rotation
- Provide customers with configuration advice, training, and problem resolution
- Troubleshoot software solutions in a wide array of configurations
- Effectively communicate resolution plans, progress and status
- Continually seek opportunities to increase Customer Satisfaction and deepen client relationships by interacting effectively at all levels
- Create/maintain documentation of solutions used (workarounds, procedures, etc.)
- Travel to California, US may be required
Bonus knowledge:
- Windows and Linux system administration
- IP telephony
- SQL
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Дата публикации вакансии
14 сентября 2019