Level I Technical Support Hero
Primary stack
Nice to have's
Job description
About the Position
We are looking for a Level I Technical Support Hero who has the charisma of “connecting” with people and enjoys problem-solving challenges. We believe your results-driven personality will help our customers to succeed from our products (such as Exalate and the Table Grid Editor).
Are you energetic, motivated, and have a positive outlook to understand our customer’s problems? And enough passion to dig deep to find the solution? Join us, we want you!
Responsibilities
- Provide customer support through JiraService Desk and live chat app
- Define customer's problem, investigate it, and reply to the questions which don’t require development involvement
- Reproduce reported issues during the support process
- Collaborate with other departments in order to solve the problem as soon as possible
- Define complex cases and escalate to the Level 2-3 Support or development team
- Document troubleshooting solutions that can be used to prevent future problems
- Frequently communicate with your peers and colleagues about the progress of these tasks, impediments, and risks
Requirements
- English (B2-C2)
- Clear understanding of the software development life cycle
- Perfect soft skills and problem-solving
- Time management skills
- Highly motivated, attentive to details, and result-oriented
Nice to Have
- Experience as service desk or another customer support role
- Technical background (Java, QA)
- Atlassian products (Jira, Confluence, Service Desk)
Location
- San Jose, Costa Rica
Employment Type
- Full time
About the Company
Join our team in San Jose, Costa Rica, and be part of a dynamic and innovative environment where your skills will be valued and your contributions will make a difference.
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Exalate is a leading integration software that enables teamwork, collaboration, and productivity across tools, teams, and company borders. With a distributed architecture and built-in scripting engine, Exalate is the most powerful integration solution on the market, offering a high degree of security and user autonomy. Headquartered in Antwerp, Belgium.Exalate has a team of over 100 experts worldwide, a partner network of over 150 companies, and over 2000 international customers. For more information, visitexalate.com.