Senior Customer Support Specialist

Job Description

CUSTOMER SUPPORT SPECIALIST (CONTRACT) No. of Position :1 Mode - Contractual Location - Tele Working or Work from Home About the Company We design and market “FieldLogs,” an open Cloud, Mobile and Wearable platform used to digitize a wide set of enterprise technician-driven processes (Aviation, Oil&Gas, Asset Management, etc.). We are an SME based in Paris, France, India (Virtual) and Minneapolis, USA with mostly large international clients. Our high-tech innovation in modern technologies is what makes us win. We are experiencing rapid growth internationally (USA, Europe & IN). See us at www.fieldlogs.com . To help support our drive customer success and assist our customer base in the best way possible, we are starting to develop a dedicated support team. This position will require someone who is both technical but also able to interact with non-technical users. It is both proactive and reactive in its nature. This position is a hands-on technical role that comes with working with an innovative team and a strong focus on goal achievement. Your Profile You enjoy the challenge of being exposed to different situations, company cultures, aviation domains, and technologies you must master quickly. You will leverage your drive, analytical intellect, professional skills to help our customers implement our solutions, and to help us drive our innovations. You show discernment, attention to details, and want to evolve quickly. Your main responsibilities Respond to customer queries in a timely and accurate way, mostly via our dedicated Support platform Accurately determine the criticality of customer issues based on customer communication, project progress and other factors Understand and enforce customer Service Level Agreements (SLA) Report against Customer SLA as necessary Enforce a strict governance process for Priority 1 (P1) issues Assist with kickstarting a Knowledge Base (KB) to ease Support for most common issues Analyze and report product malfunctions to the Development team Share feature requests and effective workarounds with team members Inform customers about new features and functionalities Follow up with customers to ensure their technical issues are resolved Assist in training junior Customer Support Representatives Your qualifications Bachelor's in information systems, Engineering, Computer Science or similar degree with over 6+ years of experience Previous experience as a technical support specialist is a strong plus Experience using help desk software and remote support tools Excellent communication and problem-solving skills Multi-tasking abilities Exposure to software design and development lifecycles An ability to work well under pressure Excellent interpersonal and external communication skills with very good level of proficiency in spoken and written English. Minimum 1+ years of experience in Python, C++, React, and Node.js would be a plus. Minimum 1+ years of experience in Docker, Jenkins, etc. would be an added advantage. We offer a competitive compensation package depending on your profile. You will have a unique opportunity of being part of a young and fast-growing team where you can make your mark. This may include taking over and growing our service delivery for a marquee customer depending on your experience, skills, and drive. Compensation to be commensurate to your experience. Trekea is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment at Trekea are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. Show more Show less