Expert Technical Solutions Provider

7 days ago

Tanauan, Calabarzon, Philippines beBeeCustomerSupport Full time $60,000 - $80,000
Job Title:

Solutions Architect

About the Role:

As a Senior Support Specialist, you will play a key role in delivering exceptional customer support and experience. You will be responsible for managing ticketed queries, escalating concerns to higher-tier support groups, and contributing to the continuous improvement of team tools and processes.

Responsibilities:
  • Manage and assist user inquiries across various platforms (Discord, Email, Zendesk, Reddit) using available information (documentations, KB, online resources).
  • Serve as an escalation point for high-touch incidents and platform issues, guiding decisions with stakeholders while prioritizing user needs.
  • Accountable for comprehensive database management of queries and resolutions using Zendesk tickets for 1st-2nd level technical concerns.
  • Exercise critical thinking skills to establish root causes of application errors and escalate serious concerns.
  • Contribute to team improvements by analyzing software functionality and suggesting enhancements.
Qualifications:
  • Motivated by creating seamless support experiences for global communities.
  • Curious, proactive, and self-motivated, with a passion for emerging technologies.
  • Minimum 3 years' experience in incident management, technical support, and System Administration.
  • Knowledgeable in UNIX/Linux commands and functions, with experience supporting dynamic cloud environments.
  • Demonstrated experience with end-to-end platform incident management using Zendesk or similar platforms.
  • Exceptional communication skills, with ability to operate effectively across multiple departments and stakeholders.
  • Flexible and adaptable to meet evolving needs of high-growth organizations.
Highly Desirable Experiences:
  • Proficiency in Crypto Trading, Jupyter Notebook, MySQL Workbench, Datadog, Docker, and Docker commands.
  • Experience with cloud-based technologies, including Linux/Unix, AWS, GCP, Azure, and strong System Administration skills.

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