Next Level Technical & IT Support Guru

Summary about this job

Detail information about job Next Level Technical & IT Support Guru. Terms and conditions vacancy

• Young Successful Startup Culture
• Australia's Funkiest Office
• Online Review Industry

Who are we?

We are known as the Feedback Company and we are the rising star in the most lucrative online trend in the world today and dominates the Multimillion Dollar Online Reputation Management industry. Our technology partner is a Goldman Sachs backed company with groundbreaking social commerce technology that enables businesses to generate Google Reviews, Seller Ratings, Customer Reviews, Product Reviews, Social Recommendations, and create viral effects on websites, social media, and search engines allowing for a successful revenue generating impact for businesses. As well as being a Google worldwide partner with over 250+ employees with offices in London, Paris, Madrid, and San Francisco gathering over 40,000,000 reviews for customers with more than 14,500 companies now leveraging our social commerce solution to enable trust, increase sales and drive organic traffic through self-perpetuating User-Generated-Content.

Position Description:

As a Technical 2nd Level Support Agent you take over a variety of tasks such as troubleshooting, resolving and supporting technical issues relating to our products and solutions

You will work closely with various international teams within the company, including 1st and 3rd level, Project Management and Onboarding

Major Areas of Responsibility:

As a 2nd Level Support Agent you will:

• Work closely with our 1st level agents.

• Perform in-depth systematic troubleshooting.

• Fix small Html, Javascript or PHP scripts directly by yourself

• Escalate unresolved issues to the 3rd level support team as necessary

• Troubleshoot minor SEO issues

• Migrate existing solutions

Primary Objectives:

• Ensure that incidents are resolved in a timely manner to meet defined SLAs

• Work towards achieving 2nd level KPI's

Successful 

Specific Responsibilities:

Work closely with our 1st level agents.

• Provide technical information and support our 1st level agents with solving advanced and challenging issues

• Create knowledge base articles to help internal teams resolve issues faster.

Perform in-depth troubleshooting

• Provide Root Cause Analysis for critical issues

• Identify what information is required to solve the issue

• Work with internal teams to resolve Incidents and Change Requests

• DB analysis and reading of system logs

• Take ownership of incidents through to resolution, including accurate documentation

• Configure and customise solutions for our new and existing customers

• Follow up testing to ensure system continuity

Escalate unresolved issues to the 3rd level support team as necessary

• Issues that cannot be resolved on a 2nd level basis will be escalated to our developers

• Creating JIRA tickets

• Work with Senior Engineers on various projects where required

Troubleshoot minor SEO issues

• Setting up product feeds for Google

• Analysing Google Stars / Google Shopping issues

Migrate existing solutions

• Transfer / add new implementations to our newer improved integration systems

Job Requirements:

• Good problem-solving skills

• Technical mindset including good html/css, javascript and basic php understanding

• Ability to comply with tight deadlines, understand flows and provide creative technical solutions

• Good communication skills, both in oral and written English

• Ability to work independently and proactively

• Ability to adapt to a changing environment.

Education and Experience:

• Qualification in the IT field or related technical discipline preferred

• 2-3 years of experience in 2nd Level Technical support

• Basic knowledge of MYSQL

• A basic understanding of PHP and HTML

• Familiarity with JIRA/Zendesk

• Basic knowledge of popular shop systems such as Magento, Shopware, and OXID etc…

• Basic understanding of APIs

Successful candidates will be requested to complete an online test to gage profile to align to our company philosophy and principles.

We look forward to inducting the right candidate into the Boost Reviews family.