| Description: |
Are you a web developer who wants to work more closely with customers? Are you anxious to work on something different every day? Every hour? Do you like troubleshooting problems and driving resolution? If so, you should join the Application Support team at Pluck! You will be the foundation of the European Office for Support, interacting with big name customers such as Sky, Guardian, and AutoScout24. You will also get the opportunity to work with customers across Europe and the US as the team grows, and interact closely with the Product Development and Product Management teams.
High level qualifications: web development experience with expert JavaScript skills and also plays nice with customers
Details: Our Technical Software Support team builds, manages and maintains our comprehensive support site, delivers telephone and online support, and provides extensive help for our award-winning products. This role requires the ability to identify the root cause for reported customer issues with our products, and provides appropriate solutions to minimize customer down time and customer business impact.
This role will be a key support service delivery point and technical lead for the ongoing successful deployment of Pluck products. Resolution of customer issues may involve code error diagnosis, code development, testing, validation and implementation. The Senior Web Application Support Engineer must be able to read and understand code to determine behavior and function.
Responsibilities will include, but are not limited to:
- Manage and resolve client support issues following initial deployment
- Proactively stay abreast of the latest Pluck technologies, including products and underlying technologies.
- Recognize and escalate technical / business issues to Sales, Product Management, and Engineering departments.
- Collaborate with QA and Product Development personnel to troubleshoot and workaround product issues
- Create Knowledge Base Articles / Technical Notes
- Mentor and train Support Engineers, dissipating knowledge and helping them to grow technically and professionally
Requirements:
- JavaScript, HTML, CSS with experience in AJAX, REST and JSON a must!
- Excellent customer support and troubleshooting skills obtained through 1+ years of high-level technical support in a web based software delivery environment
- 3+ years technical experience with a commercial software company including:
- Experience using version control and issue tracking systems
- Strong technical skills in Windows Server and IIS
- Familiarity with C#, .NET Framework, Visual Studio, IIS and Web-based APIs strongly preferred
- Skilled in Windows server operational management techniques as well as the ability to install and configure a workstation
- Experience in gathering relevant information, examining, investigating and solving dynamic problems with tenacity and persistence
- Demonstrated ability to think "out-of-the-box” and develop creative solutions
- Outstanding problem solving skills and attention to detail, including the ability to think creatively about issues to and intellectual curiosity to find a resolution
- Positive, self-starter attitude and desire to deal with ambiguity and exceed client expectations through focus on quality work at every opportunity
- Well-organized, process driven with the ability to multi-task and work alone or in a team environment
- Strong written and oral communication skills
- Demonstrated ability to develop and retain positive customer relationships
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