Technical Support Specialist Ii

2 meses atrás

Lisboa, Portugal Pagerduty, Inc. Tempo inteiro

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 on providing amazing support to our rapidly growing customer base.
Key Responsibilities
Provide excellent customer service and product support to PagerDuty customers
Take all first-line calls from customers and identify, classify, and troubleshoot issues reported
Successfully resolve customer emails and phone requests through the use of varied ticketing, content, and task management tools
Identify the root cause, understand customers' needs, and set expectations accordingly.
Escalate issues that require involvement from Engineers, Tier2, or Subject Matter Experts
Improve our official support documentation by adding to our processes, how-tos, guidelines, and documentation with your own suggestions
Perform 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 basis
Provide solutions to Enterprise customer's issues through support cases and screen-sharing meetings
Find, reproduce, and report bugs to the development team
Set up monitoring systems, integrating them with PagerDuty and documenting the whole process
Develop projects assigned by the direct manager within the written agreed deadlines
Register and stay connected throughout the corresponding work shift or workday to the corporate 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 workday
Technical Skills necessary
Know basic concepts of REST API, ideally having worked with Postman
Basic understanding of cloud computing platforms (AWS, GCloud, ServiceNow, Azure)
Understanding of automation workflows, monitoring, and scripting tools used in enterprise operations
Understanding of authentication and security processes
Knowledge 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 solutions
All communications internally and to our customers are in English. Proficient command of spoken and written English is required with 2 to 5 years of experience in the above-mentioned functions
Other Skills
Excellent written communication, work ethic, and attention to detail
Excellent customer service skills and understanding of customer communication
Adaptive mindset, eager to learn new product suites, understand and communicate changes to existing products
Excellent investigation skills and interest in solving unique issues from complex customer environments
The ability to write about technical subjects in a clear and concise style
The enthusiasm and perseverance to drive customer issues to resolution
Fluent English

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