Technical Support Specialist Ii
2 semanas atrás
Technical Support Specialist II - Job Description PagerDuty is looking for Technical Support professionals with 2 to 5 years of experience, to help resolve our customers' technical challenges. Your responsibilities will span technical support on our portfolio of products as we build our operations cloud, interaction with our engineering and Customer Success organizations, and occasional sales inquiries. We pride ourselves in providing amazing support to our rapidly growing customer base.
We strive to improve our customers' experience by delivering best-in-class service. We measure our customer support success in terms of effort and customer satisfaction. You'll play a crucial role in maintaining our friendly and personal rapport with our customers while keeping full accountability for the resolution of their technical challenges.
This is an excellent opportunity for an upbeat, technically curious, motivated, and organized individual to kick off with a fast-growing organization.
Key Responsibilities Provide excellent customer service and product support to PagerDuty customersTake all first-line calls from customers and identify, classify, and troubleshoot issues reportedSuccessfully resolve customer emails and phone requests through the use of varied ticketing, content, and task management toolsIdentify the root cause, understand customers' needs, and set expectations accordingly.Escalate issues that require involvement from Engineers, Tier2, or Subject Matter ExpertsImprove our official support documentation by adding to our processes, how-tos, guidelines, and documentation with your own suggestionsPerform administrative tasks required within the Support Delivery area (reporting of hours, preparation of effort estimates, etc.).Attend and actively participate in the activities and meetings of your work team, providing feedback that promotes continuous improvement.Lead tickets from high-priority customers on an on-call basisProvide solutions to Enterprise customer's issues through support cases and screen-sharing meetingsFind, reproduce and report bugs to the development teamSet up monitoring systems, integrating them with PagerDuty and documenting the wholeprocess
Develop projects assigned by the direct manager within the written agreed deadlines.Register and stay connected, throughout the corresponding work shift or work day, to thecorporate communication tool.
Respond on time to phone calls via corporate communication tools, and respond to messages and emails for assignment of cases or instructions during the corresponding work shift or work day.Technical Skills necessary Know basic concepts of REST API, ideally having worked with PostmanBasic understanding of cloud computing platforms (AWS, GCloud, ServiceNow, Azure)Understanding of automation workflows, monitoring, and scripting tools used in enterprise operationsUnderstanding of authentication and security processesKnowledge of enterprise communication implementations (slack, ms teams, etc)Experience resolving customer issues using multiple tools, including ticketing solutions (such as Salesforce, Jira) and phone, chat and email.Hands-on product technical support experience with Enterprise Software and SaaS solutionsAll communications internally and to our customers are in English. Proficient command of spoken and written English is requiredwith 2 to 5 years of experience in the above mentioned functions.Other Skills Excellent written communication, work ethic, and attention to detailExcellent customer service skills and understanding of customer communicationAdaptive mindset, eager to learn new product suites, understand and communicate changes to existing productsExcellent investigation skills, and interest in solving unique issues from complex customer environments.The ability to write about technical subjects in a clear and concise styleThe enthusiasm and perseverance to drive customer issues to resolutionFluent EnglishHybrid System Location Lisbon
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