Posted Feb 20, 2018 2 views
Are you deeply technical but enjoy working closely with customers to troubleshoot business critical issues? Are you as technical and smart as a software architect and really love learning new products and technologies? If you are driven by customer success, enjoy problem solving, and love helping people, then this is the job for you.
Expectations L2 Customer Support Architects are experienced software architects who are deeply technical, but they have the unique ability to couple that with exceptional verbal and written communication skills. They are smart, driven, curious, and empathetic, going out of their way to help customers and not resting until a problem is solved.
Key Responsibilities
The daily activities include:
‘Pair Support’ and working closely with colleagues to learn and teach new technologies and support techniques. The goal of Pair Support is to create a culture where all team members solve tickets on all products in a continuous improvement learning environment.
Analytically solving customer issues that L1 Customer Support Engineers could not solve
Defusing of any escalated customer situations
Effective communication of technical solutions to non-technical customers
Candidate Requirements
You have worked, at least 5 years, as a support agent in a high-volume contact center. Note - if you do not have over 5 years of experience and do not have software architect-level technical acumen - you may want to consider applying for the L1 Customer Support Engineer role.
You have software architect-level technical acumen in modern software languages - since 90% of the products you will be supporting are written in Java or .Net - you will be asked to prove your technical skills in these languages.
Required administration and troubleshooting of:
Windows or Unix/Linux Server
Network and Webservers
Database MS SQL / MySQL / Oracle / PostGreSQL
Sharepoint
Active Directory
Java / Java Script / CSS / HTML
Job Details
Crossover Market Inc
Crossover is redefining the way people work. Brick and mortar offices are history. The future of our global workforce will be built from teams collaborating from every corner of the world. We have embarked on an expedition to find and engage with that talent. Crossover has developed a unique method of finding, curating, and managing remote contractors. Our platform connects customers to the worlds best talent for both technical and non-technical employment. But we don’t just find the best, we also provide the tools, training, and relationship building support to ensure success for long term growth.
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