Aurea enables global enterprises to create transformative experiences for their end customers across a range of industries including retail, travel & hospitality, insurance, energy, life sciences, and insurance. Aurea products enable companies to build, execute, monitor, and optimize the end-to-end customer journey across multiple channels and touch-points to maximize growth through a superior customer experience. Aurea serves over 2,000 customers worldwide.
We are recruiting to fill the position below:
Job Position: L2 Software Support Engineer
Job Descriptions
- We are looking for dynamic software support engineers join our team of highly skilled support professionals. Aurea’s ambition is to be a radically different enterprise software company that empowers our people to challenge convention every step of the way in delivering success for our customers.
- You will work on cutting edge technology in a fast paced and constantly improving virtual support center of excellence, with the option of working from the comfort of your own home.
Primary Responsibilities
- Own and resolve customer issues for our broad customer base of fortune 500 companies
- Supporting mission critical applications during in various time zones
- Reproduce issues from customers' description of the problem and/or from customers' code snippet.
- Read and interpret product log files.
- Cross train on multiple technologies across different verticals and Industries
- Troubleshoot, diagnose and resolve customer issues independently, making use of the resources available to you.
- Write a knowledge-based article for every new issue you resolve
- Attention to detail in analysis and CRM case updates.
- Communicate effectively with customers, including expectations for callbacks and follow-up on their issues.
- Manage difficult customers effectively and professionally, seeking help from senior staff or forums and other resources available to you as needed.
- Log bugs with development team with clear and precise information, detailing the issue and how to reproduce.
- Demonstrate an increasing level of customer care skills
- Weekend on-call coverage for production issues (once you’ve reached the appropriate experience level)
- Role is based during Eastern Standard Time or Central European Time
Requirements
Required Technical Skills & Experience:
- Fluent in English (Oral and written)
- Degree in Computer Science
- Strong Java skills
- Knowledge is SQL design
- Experience with troubleshooting
- Knowledge and/or experience with troubleshooting Web technologies
- Must comply with our Data Security policy and provide their own computer
Personal Attributes
- Self-starter who can work on own initiative
- Problem solver who thinks outside the box
- Likes working directly with Customers
- Results driven & Customers Success is always front and center
- Thrive on working with complex and challenging technology
Sorry the application deadline for this job has elapsed
