Job Description
- Respond to customer inquiries and technical support requests promptly and professionally
- Ensure the agreed levels of service are met according to the Service Level Agreement (SLA)
- Diagnose and troubleshoot complex technical issues related to software applications, hardware, and network systems
- Collaborate effectively with cross-functional teams, including developers and QA engineers, to ensure timely resolution of customer issues
- Conduct in-depth analysis of customer problems, identify root causes, and implement effective solutions
- Maintain accurate and detailed records of customer interactions, technical issues, and resolutions in the ticketing system
- Monitor and analyze system performance and availability, identifying and addressing potential issues to minimize downtime
- Participate in the creation and maintenance of technical documentation, knowledge base articles, and troubleshooting guides
- Assist in testing and validating software releases and updates before deployment to ensure quality and reliability
Qualifications
- At least 1,5 years of experience in a technical support role
- Proficiency in troubleshooting complex technical issues, using tools, logs, and diagnostic techniques
- Understanding of web technologies (ex. HTML, CSS, JavaScript, APIs, etc.)
- Strong customer service orientation and the ability to effectively communicate technical information to both technical and non-technical individuals
- Understanding of networking protocols and tools to capture and analyze network traffic
- Knowledge of log management tools and techniques
- Understanding of backup management tools and processes to perform regular backup cleanups
- Understanding of certificate management, including generating, renewing, and installing SSL certificates
- Understanding of Linux OS and ability to use various commands in terminal
- Basic knowledge of network configurations
- Upper-Intermediate level of English
See more jobs at Sigma Software
Apply for this job