Tier 2 Technical Support Specialist

Yesterday

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Eltropy

WebsiteLinkedInAll Job Openings

Enterprise Content marketing • Omnichannel • Content Automation • Conversational Commerce • Real-time Tracking

51 - 200 employees

Founded 2013

🤖 Artificial Intelligence

💸 Finance

💳 Fintech

💰 Venture Round on 2021-06

Description

• Work directly with financial institutions’ technology experts • Pinpoint and visualize bugs and failures using detailed server logs • Mentor the Level 1 Support team • Create and update instructions, procedures and customer-visible help articles • Drive product enhancements that will accelerate and facilitate customer self-onboarding and self-support • Create dashboards and alerts of problems so that we can resolve them before customers see them • Ensure the highest levels of security for external and internal communications • Strict adherence to Eltropy’s policies and procedures related to security, confidentiality, availability, and privacy;

Requirements

• Bachelor's degree in a Computer Science related field or equivalent practical experience • Understanding of networking and cloud computing. • Critical thinking ability - Passion to do whatever it takes to solve complex problems and build scalable processes • Demonstrated ability to pull a customer into an ad-hoc troubleshooting call and lead that call to resolution without support. • Be able to work independently; anticipating and resolving problems. • Highly organized with strong project management skills and attention to detail • Adept at analyzing large sets of data to generate meaningful insights • Possess strong decision-making and prioritization skills • Motivated towards working in a startup environment • Prior work experience of 5+ years in Enterprise SaaS companies in a support capacity • Working with or in a credit union • Working with mobile and web applications in the B2B space • Working with remote, global, and cross-functional teams and an understanding of SaaS business models • Participation in parts of the software development lifecycle