Technical Support Expert

1 day ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeTechnologist Full time $80,000 - $120,000
Technical Support Expert

We are seeking an experienced Technical Support Analyst/Specialist to join our team. As a true technologist, you will complement our diverse and talented technical support crew.

You will get to explore emerging technologies in the high-demand Crypto/Blockchain industry and influence our ways of working within a collaborative environment. You will continuously learn from our existing team of experts while also being able to contribute your own ideas and competencies to help business processes progress and innovate.

About the Opportunity

  • You will be supported to understand our business and make a meaningful impact on the market.
  • You will be a true community advocate, managing and assisting user inquiries on all platforms that we support (Discord, Email, Zendesk, Reddit) using all available information.
  • You will serve as an escalation point for our community/customer experience in high touch escalations and platform incidents. You should be able to gauge customer/community impact and guide decisions with Product Managers, engineers, and all other stakeholders with users in mind.
  • You will be accountable for managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date using Zendesk tickets for any and all 1st - 2nd level technical concerns.
  • You will be given the opportunity to exercise critical thinking skills by establishing the root causes of application errors, and escalating serious concerns to the higher tier support group which may include development, architecture, etc.
  • You are an expert in your field who is expected to contribute in continuously improving team tools and processes by performing analyses on software application functionality and suggesting enhancements.
Required Skills & Qualifications

About You

  • Motivated by creating a seamless support experience for our global community base.
  • Curious, proactive and self-motivated - A passionate life-long learner who loves to work with emerging technologies.
  • Minimum of 3 years of relevant experience in incident management, technical support and System Administration.
  • Knowledgeable in various UNIX/Linux commands and functions.
  • Experience supporting a highly automated and dynamic cloud-environment.
  • Demonstrated some experience with end-to-end platform incident management using Zendesk or similar platform.
  • Exceptional communication skills - can communicate and operate effectively across multiple departments and stakeholders.
  • Flexible and adaptable to meet evolving needs of a high-growth and fast-paced organization.
  • Curiosity to chase issues to root cause and rollup sleeves to investigate and resolve unknown.
Benefits

100% Remote Work

Individual Contractor - paid in net amount monthly

Be Part of Impactful Technologies

  • Bring impactful technologies freely available to everyone in the world

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