Technical Support Agent (2nd line)

eKomi is a fast-growing, Goldman Sachs backed Berlin software start-up that helps fighting fake reviews. Our experienced team consists of industry vets in the Berlin start-up space. We serve thousands of companies around the globe including some of the most prestigious brands such as AXA, ALLIANZ etc.

As a Technical Support Agent you take on a variety of tasks where you will be expected to

support, troubleshoot and resolve technical and non-technical issues relating to our products and solutions. You will work closely with various international teams within the company.

Major Areas of Responsibility:

As a Technical Support Agent you will:

  • Talk with clients & solve issues via email and phone
  • Perform in-depth troubleshooting
  • Support Google Integration / Troubleshoot minor SEO issues
  • Migrate existing solutions
  • Escalate unresolved issues to the 3rd level support team as necessary

Objectives:

  • Ensure that incidents are resolved in a timely manner to meet defined SLAs
  • Work towards achieving Technical KPI’s

Specific Responsibilities:

  • Create knowledge-base articles to help internal teams optimize workflows and help improve resolution times
  • Perform in-depth troubleshooting
  • Provide Root Cause Analysis for critical issues
  • Take ownership of incidents through to resolution, identify what information is required to solve issues and optimal strategies for resolution
  • Documentation of solutions and common tasks
  • Work with internal teams to resolve Incidents and Change Requests
  • DB analysis and reading of system logs
  • Configure and customise solutions for clients
  • Follow up testing to ensure system continuity
  • Support Google Integration / Troubleshoot minor SEO issues
  • Help setting up product feeds for Google (PLA)
  • Analysing Google Stars / Rich Snippets / Google Shopping issues
  • Migrate existing solutions
  • Transfer legacy implementations over to our newer improved integration systems
  • Escalate unresolved issues to the 3rd level support team as necessary
  • Issues that cannot be resolved on a technical basis will be escalated to our Developers
  • Creating JIRA tickets with detailed technical description of the issue with reproducible steps

Job Requirements:

  • Good problem-solving skills
  • Technical mindset
  • Ability to comply with tight deadlines, understand flows and provide creative technical solutions
  • Excellent communication skills in English, German, French or Spanish
  • Ability to work independently and proactively
  • Ability to adapt to a dynamic environment

Education and Experience:

  • Qualification in the IT field or related technical discipline preferred
  • 2-3 years of experience in technical support or similarly technical role
  • Basic knowledge of MySQL
  • A basic understanding of HTML and Javascript
  • Knowledge of PHP and regular expressions
  • Familiarity with JIRA / Zendesk
  • Basic knowledge of popular shop systems such as Magento, Shopware, and OXID, etc.
  • Understanding of APIs and their usage (Postman)

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