Job
Description
Role Overview: As a Level-2 Software Support Engineer at Logile, you will play a crucial role in providing advanced technical and functional support for the Logile Platform. Your responsibilities will include conducting thorough root-cause analysis, resolving complex technical issues, mentoring Level-1 agents, and collaborating with different departments to ensure exceptional customer service. Your focus will be on handling complex problems, performing comprehensive analysis, and guiding junior agents towards effective solutions. Key Responsibilities: - Conduct comprehensive reviews of support tickets to understand and resolve customer issues thoroughly. - Utilize deep knowledge of specific software solutions to diagnose and fix complex technical and functional problems. - Perform detailed root-cause analysis to identify underlying issues and implement effective solutions. - Provide advanced technical support and mentor Level-1 agents. - Collaborate with engineering, product management, and other departments to enhance service quality and resolve customer issues. - Create and maintain detailed documentation of support processes, solutions, and best practices. - Train and mentor junior support agents to improve their technical skills and customer service capabilities. - Identify process improvement opportunities and contribute to support strategies. - Manage multi-customer projects and internal initiatives, including developing project plans and monitoring performance. - Ensure proper recording, documentation, and closure of tickets. - Must be available to work a flexible schedule, including nights, weekends, and holidays, to support a 24/7 global help desk. Qualifications: - Proven experience in a customer service or application helpdesk role, with a strong focus on techno-functional support. - In-depth knowledge of specific software solutions and the ability to quickly learn new software. - Experience working with databases; expertise in SQL is required. - Excellent problem-solving skills and the ability to troubleshoot and perform root-cause analysis. - Strong communication skills, both written and verbal, with the ability to collaborate effectively with cross-functional teams. - Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. - Customer-centric mindset with a commitment to delivering exceptional service. - Experience with ticketing systems and support tools is preferred. - Certifications in relevant software or IT support are a plus. - Background in coding (any language: python, java, R) is a plus. Opportunities for Growth: Experienced software Support Engineers at Logile may be eligible for future positions within the Solutions and Customer Support team or other areas within the organization. (Note: Company overview section has been omitted as it was not provided in the job description) Role Overview: As a Level-2 Software Support Engineer at Logile, you will play a crucial role in providing advanced technical and functional support for the Logile Platform. Your responsibilities will include conducting thorough root-cause analysis, resolving complex technical issues, mentoring Level-1 agents, and collaborating with different departments to ensure exceptional customer service. Your focus will be on handling complex problems, performing comprehensive analysis, and guiding junior agents towards effective solutions. Key Responsibilities: - Conduct comprehensive reviews of support tickets to understand and resolve customer issues thoroughly. - Utilize deep knowledge of specific software solutions to diagnose and fix complex technical and functional problems. - Perform detailed root-cause analysis to identify underlying issues and implement effective solutions. - Provide advanced technical support and mentor Level-1 agents. - Collaborate with engineering, product management, and other departments to enhance service quality and resolve customer issues. - Create and maintain detailed documentation of support processes, solutions, and best practices. - Train and mentor junior support agents to improve their technical skills and customer service capabilities. - Identify process improvement opportunities and contribute to support strategies. - Manage multi-customer projects and internal initiatives, including developing project plans and monitoring performance. - Ensure proper recording, documentation, and closure of tickets. - Must be available to work a flexible schedule, including nights, weekends, and holidays, to support a 24/7 global help desk. Qualifications: - Proven experience in a customer service or application helpdesk role, with a strong focus on techno-functional support. - In-depth knowledge of specific software solutions and the ability to quickly learn new software. - Experience working with databases; expertise in SQL is required. - Excellent problem-solving skills and the ability to troubleshoot and perform root-cause analysis. - Strong communicatio
