Customer Support

Settore: / Information Technology /
Azienda: Apparound Italia s.r.l
Data annuncio: 26/10/2019
Sede di lavoro: Pisa
Apparound is looking for a Customer Support Specialist who lead by example, have a value-driven and end-to-end mindset, set their own goals, make their teams better, and demonstrate Technical Excellence. Individuals who are pro-active, who turn problems into opportunities, and who consistently take a results-driven approach, are very likely to be successful working in our company. Customer Support specialist is responsible for managing all customer support enquires and incidents and must works closely with all colleagues to resolve any issues on customers.
You will be in a very technical company, working among very strong engineers in Agile Scrum /Kanban methodology.

The main goals are:
1. End-to-end incident management: enquires, escalations
2. Document and handover any defects to DevOps (as per defined defect processes)
3. Implement and improve customer support and operational processes (using industry best practice e.g. ITIL)
4. Maintain and improve customer support performance and experience
5. Be ready to support customers on any new release
6. Customer and partner training
7. Be a project specialist, every Customer Support agent must be able to demonstrate the product to any customer
8. Participate in the Apparound Beta process and open defects
9. Contribute to release testing as requested

Position skills and experiences required:
1. Experience in troubleshooting and resolving problems
2. Background or knowledge in .NET Framework, Service Oriented Architecture, SQL and Mobile technologies are desirable.
3. Strong server environment knowledge (both Windows and Linux, Web environments included)
4. Knowledge of cloud platforms
5. Good hands-on knowledge of Configuration Management, Deployment and Troubleshooting tools: Git, Jenkins, TFS, Kibana, Freshservice
6. Proficient in scripting: Powershell, Bash
7. IT System knowledge is a plus.
8. Soft communication skills
9. Flexibility on working time
10. Effective problem solving and analytical skills
11. Experience in Agile methodology: Scrum and Kanban framework
12. Fluent in Italian and English
13. Bachelor’s degree or higher in computer science or related fields
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