The Global Technical Support team at Skedulo is hiring a Technical Support Specialist in our Brisbane office that will work closely with our Engineering, Product, Dev Ops and Customer Success Teams both in Australia and Internationally, supporting our Software as a Service platform. We're looking for someone with experience/expertise in this area. The key objectives and responsibilities of this role will include:
● Dealing directly with our Customers: Our support team is one of our many customer facing arms to our business, providing first and second-level contact and problem resolution for customers with Salesforce and application problems.
● Service Levels: Demonstrating efficient work practices to ensure that not only objectives and contracted Service Level Agreements (SLAs) are met, but making sure our customers are supported and kept updated constantly.
● Troubleshooting and Debugging: Assisting in the troubleshooting of software issues and web application problems, aiming to resolve customer issues as quick as possible.
● Thinking dynamically: Our support team is constantly working on various application customisation projects using Javascript and Salesforce development techniques. Ideally you'll have the ability to debug and troubleshoot problems in various environments including Salesforce code.
● Being the glue: Our support team is in constant contact with many parts of our business and our customers. We need to quickly facilitate the resolution of issues for clients, provide liaison between clients, customer success team and engineering, both in Australia and overseas.
● Opportunity: We want you to succeed. There are many internal opportunities to work on core product development, integration development and customer success development projects.
● At least 2+ year's previous experience as a Technical Support Specialist in a complex environment, preferably SaaS industry experience.
● Excellent knowledge of Salesforce Administration and a solid understanding of Salesforce Development.
● A proven ability to learn new products, develop technical knowledge and apply new skills in a high paced environment.
● Excellent written and spoken English.
● Great communication skills are a must.
● A strong teamwork ethic is essential.
● Ability to multitask between different support channels and issues, while communicating and collaborating internally.
● Ability to digest technical documentation (Statements of Work and As-Built documents etc)
● Good knowledge of web server technology, REST, JSON and GraphQL.
● Knowledge of HTML and Javascript. Angular 1 and/or React would be beneficial.
● Enjoy problem solving while learning, developing and applying new skills along the way.
● Working knowledge of the Atlasssian suite, JIRA, Confluence and Zendesk.
● Ability to do multiple levels of analysis with either front-end developer skills or back-end Salesforce skill set an advantage but not a requirement.
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Hạn nộp: 23/07/2024
Hạn nộp: 23/07/2024
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