Job Description

What you will do:

Support will be through email and ticketing system - Cloud Software

Provide first-level technical support to your clients to keep as many issues as possible from escalating to management or developers

Help with technical tasks and projects aligned with their skill sets during support down-time

Implement Zscaler for all agents for security

Research and identify solutions to software and/or hardware issues

Guiding workarounds for the customer.

Troubleshooting steps like: Updating a JSON schema. Writing a data mapping script. Interrogating the

data to determine the cause of issues

Ask customers targeted questions to quickly understand the root of the problem

Track computer system issues through to resolution, within agreed time limits

Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

Properly escalate unresolved issues to appropriate internal teams

Provide prompt and accurate feedback to customers

Refer to internal database or external resources to provide accurate tech solutions

Ensure all issues are properly logged

Prioritize and manage several open issues at one time

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Prepare accurate and timely reports

Document technical knowledge in the form of notes and manuals

Who you are:

Working knowledge of, and ability to write practical scripts in JavaScript (Node) or other language such as Python / C#

Working knowledge of REST API architecture: HTTP, JSON, JSON Schema.

Conceptual understanding of Cloud Services such as Blob Storage / NoSql Storage.

Conceptual understanding of Low Code / No Code HTTP orchestration such as PowerApps, Flow, Zapier, etc

Can work remotely with stable internet connection