Prodly | Software Support Specialist
Cyprus (Remote) - Relocation Required
Prodly enables Salesforce teams to increase productivity 65-80% while reducing risk up to 30% by putting next-generation DevOps into the hands of admins and citizen developers. By reimagining the change management experience, Prodly’s AppOps suite delivers greater business agility and governance without straining IT. With solutions for release management automation, version control, sandbox seeding, data migration, and regression testing, Prodly AppOps sets the standard for low-code DevOps and can be implemented 20 times faster than traditional applications. As a Software Support Specialist, you play a critical role as the first point of contact for clients contacting the Help Desk for our SaaS products.
You will be responsible for handling incoming support cases, interfacing with customers and escalating as appropriate.
The ability to prioritize tasks with minimal guidance, and communicate effectively with both external customers and partners, as well as internally with Client Success, Sales and Engineering.
What we offer:
- Well-developed internal support process and industry leading tools.
- Opportunity to prove yourself as a leader, help build and oversee a world class support organization.
- Possibility to help drive the evolution of the product.
- Really interesting and challenging tasks that require a thoughtful technical approach
- Prospects for professional growth and development
What you will accomplish:
- Provide Tier 1 software support for our clients by troubleshooting and maintaining frontend and backend systems
- Manage case queues, providing timely response and bringing cases to resolution within the SLA
- Give customers a voice, allowing them to feel heard
- Author knowledge articles based on case resolutions
- Handle incoming escalations from Customer Success and Sales, escalate to Tier 2/3
- Reports based on targeted metrics for continuous improvement of the technical support process.
- Pipe feature requests and product input from customers to the product team
- Work closely with the Customer Success Managers to maintain continuous knowledge of accounts
What you will bring:
- +1 year of tier 1 technical support experience or equivalent certifications/education completed
- Knowledge of computer software, operating systems, hardware and networking
- Personable and loves to interface with customers, even in difficult situations
- Ability to track multiple support cases at the same time, coordinate internal and external communication
- Excels at debugging and creative problem solving
- Technical leader, hungry to learn and obsessed with customer experience
- Step up, go above and beyond during critical incidents
- Good written skills, clearly articulate problems and solutions
- Understand customer use cases and complex release management flows
- Great bonus points (but not required) - experience with using Salesforce Service Cloud as the customer service application, supporting Salesforce based applications or other major SaaS/PaaS platforms
- Great bonus points (but not required) - Experience using Jira or other similar issue tracking system
Job conditions:
- The hours for this role will be 6pm-3am Cyprus time to accommodate US hours
- Attractive monthly salary paid in line with your skills and experience
- Access to professional training to progress in your career
- Friendly and professional team ready to share their best practices
- Fully remote work within Prodly’s digital set up, software and tools. Necessary equipment is to be provided
- Flexible working schedule matching your work-life balance
- Unlimited paid vacation days benefit
- Medical insurance
- Home office arrangement allowances
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Last updated on Oct 5, 2023