Description

Customer Support & Issue Resolution

  • Deliver First Call Resolution where possible for both technical and non-technical issues.
  • Provide professional support via phone, chat, and email to a global customer base.
  • Communicate clearly and effectively in both verbal and written English.
  • Document all interactions accurately in the case tracking system.
  • Proactively follow up with customers within agreed timeframes.
  • Escalate complex issues to the next level of support when necessary.

Technical Troubleshooting & Analysis

  • Troubleshoot and resolve known and unknown technical issues using internal knowledge bases, product documentation, and hands-on product experience.
  • Analyse multi-platform system integration issues using strong fault-finding methodologies.
  • Participate in bug tracking, trend analysis, and reporting of recurring issues or feature requests.

Process & Knowledge Development

  • Contribute to the Knowledge Base by creating and updating support documentation.
  • Continuously update personal technical knowledge and identify skill gaps.
  • Follow established escalation procedures and understand business impact of customer issues.
  • Collaborate cross-functionally to advocate for customer needs.

Qualifications:
Requirements

  • Bachelor’s degree in a technical field or equivalent work experience.
  • Minimum of 3 years in a technical support or similar role.
  • Strong customer orientation with excellent interpersonal and communication skills.
  • Proven experience in multi-tasking and managing a diverse workload.
  • Cultural awareness, especially when supporting international customers.
  • Ability to remain calm and focused under pressure with a flexible approach to problem-solving.

Technical Skills

  • Preferred: Experience or knowledge of ColdFusion.
  • Strong understanding of:
  • Application servers: Tomcat, WebSphere, WebLogic
  • Web servers: IIS, Apache or Nginx
  • Operating systems: Windows, Linux, Solaris, macOS
  • Databases: Intermediate skills in SQL, Oracle, MySQL or DB2
  • Cloud Technology – AWS, Azure, GCP.
  • Docker

Good to know

  • J2EE, JavaScript, ActionScript, XML, PDF, Rest services
  • Excellent performance troubleshooting skills in web and application environments, performance issue.
  • Knows how to take and read the thread dump and heap dump.
  • Proven ability to research and resolve complex technical issues independently

Key Skills
Education

Bachelor's degree

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