Technical Support Specialist

hace 2 semanas

Buenos Aires, Argentina Rocket A tiempo completo

This is a remote job for applicants worldwide with availability to work from 11 am to 8 pm (BRT).
When customers need help, they expect swift answers.

We're looking for a technical support analyst to provide top-notch service to our external clients, while simultaneously improving the overall customer service process.


Your skills:

  • Fluent English proficiency.
  • Over 3+ years of experience in Tech Support, Cloud-Ops, Product Support, or equivalent experience developers interested in working directly with customers are highly encouraged to apply.
  • Good writing documentation skills.
  • Outstanding written and verbal communications skills, with the ability to go deep and technical with customers, as need.
  • Solid Organization and Analytical skills.

Mandatory requirements:

  • API usage experience (including knowledge of tools like Postman or others).
  • Proficiency with Customer Support Software (Zendesk, Help Scout, ZohoDesk, etc.)
  • Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, and container platforms.

Will be a huge plus if you have these requirements:

  • Docker containers knowledge, experience in working with Kubernetes and server performance monitoring tools (Prometheus and Grafana).
  • NodeJS experience.
  • Experience working with Databases, specifically Mongo DB (performing queries and understanding the logic of DB structure).
  • Expertise in open source and SaaS.

What you'll do
‍:

Your job will be to technically understand our company's product and service offering to handle escalated support requests while working with other departments to ensure that the product is truly meeting customer needs

You'll also:

  • Troubleshoot customer issues by reproducing their environment
  • Escalate complex issues to higherlevel support teams when necessary
  • Create and maintain technical documentation and knowledge base articles
  • Track product escalated issues within our issue management system
  • Suggest customer service improvements

Benefits *:

Wherever you are our goal is to make your routine as a Rocketeer feel enjoyable, exciting, and comfortable, so if you are remote or working from our office in Porto Alegre (Brazil) you'll receive a set of benefits to improve your work experience They include a flexible schedule, multicultural environment with colleagues in over 30 countries, a vibrant company culture, remote work as you wish, unlimited Paid Time Off, language and tech courses and more

About Rocket

Chat:
‍Rocket.
Chat is the world's largest open source communications platform.

Built for organizations that need more control over their communications, it enables collaboration between colleagues, partners, customers, communities, and even platforms without compromises on data ownership, customizations, or integrations.

Tens of millions of users in over 150 countries and organizations such as Deutsche Bahn, the U.S. Navy and Credit Suisse trust Rocket.
Chat every day to keep their communications completely private and secure.

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