Technical Cloud Support Agent

Tier 3 Technical Cloud Support Agent

The successfull candidate will have the Flexibility to work from home and from the Office. 

 As a Technical Customer Support - Level 3 at /////, your role is to provide the highest level of technical escalation for our customers, you will do all that Level 1 and 2 support can do and have the ability to conduct root cause analysis, patch issues, generate workarounds and address software bugs.

Salary: Between R25k and R35k depending on Experience, qualification.

About the role:

● Act as a ///// software Subject Matter expert and provide tier 3 technical escalation

● Conduct root cause analysis through your access to the code base and log files

● Manage and prioritise customer escalations in line with SLA’s

● Develop timely workarounds and communicate this with the customer in a timely manner

● Mentoring and supporting level 1 & level 2 customer support team members

● Participate in the resolution of issues where you can or collaborate with our development team in troubleshooting software bugs

● Liaising with internal & external technical teams with the goal of resolving customer issues

About you:

● Experience in an inbound technical escalation role, ideally supporting cloud-based (SaaS) software.

● Good experience in troubleshooting/coding in PHP, Javascript, HTML & CSS

● Previous experience being the highest point of technical escalation

● Outstanding ZOOM/telephone/verbal skills with an ability to translate complex technical information into layman''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''s terms.

● Excellent written skills, with an ability to describe technical information clearly.

● A keen eye for detail with the ability to identify and solve problems quickly and efficiently.

● Empathy and patience when supporting clients

● Enjoy working in a global environment over multiple timezones

You will experience first-hand what it means to say “Our Team Did That” as you watch your ideas and visions become a reality, impacting thousands of people every day. We have a fantastic team of software developers, graphic designers, support personnel and marketers and we pride ourselves on our company culture and setting up our people for success.

NB: Additional required work currently undertaken by a T3 agent

● Escalations - Task, Bug, and complex issues

● Data Migration - Data imports and checking

● Extensions/API testing - T3 need to become the subject matter expert for integrations (in lieu of Tim)

● WalkMe implementation - limited exposure to this so far but expected of the position

● Logged Bug Verification - when escalated, and daily task. 2 hrs a day where achievable

● Excellent Time Management skills - needs to work well under pressure and to tight and ‘fluid’ time frames.

● Ability to self-manage and prioritize - needs to understand the business and make decisions based on desired outcomes

● Excellent communication skills both written and oral - Needs to be able to confidently communicate with customers at all levels, CEO’s sales managers, Technical managers, groups, Also communicate with internal stakeholders

● Katalon implementation - keep Katalon scripts up to date as development makes changes in /////

● Liquid editor - create, edit, and troubleshoot documents in the Liquid Editor

● Training - Train other support and project staff on Integrations and the Liquid Editor

● Documentation - Maintain existing documentation for Integrations and the Liquid Editor, creating documentation when none exists.