Who: Globys
Position: Technical Support Engineer
Where: Seattle
What: We are looking for energetic individuals to be our primary point of customer contact for our international customers, service technical customer requests, and provide exceptional service.
If you have a degree with a focus on Computer Science (or other related technical major), enjoy working and communicating with people around the world, and you are looking for a full-time opportunity in the thriving telecomm and mobile analytics space, Globys could be the company for you!
Responsbilities:
Quickly become a technical Subject Matter Expert (SME) on the Globys suite of products
Acknowledge customer issues promptly, process correspondence, and undertake telephone duties
Experience gathering supporting data from multiple sources to aid in gathering incident Root Cause Analysis (RCA)
Engage appropriate cross functional team members (Engineers, QA, Operations) with action items
Ensure all work is dealt with accurately and followed up daily
Create accurate daily shift handoff post
Communicate often with customers—daily updates for all incidents
Create metrics reports, presentations, and training materials as requested
Cover other team areas or duties if required
Achieve departmental objectives and individual targets for call answering and correspondence acknowledgement
Achieve and maintain individual targets for productivity, including the creation of FAQs and other documentation
Play an active role in the development of new ideas and procedures
Maintain and build on the team’s working relationship with other teams and departments to provide excellent service to both internal and external customers
Attend regular team meetings and make a positive contribution, ensuring that communication is two-way
Our ideal Technical Customer Care Representative will have:
An analytical mind with a desire to learn
Excellent verbal, written, and oral skills including ability to present complex information
Ability to understand technical concepts
Ability to manage time effectively and consistently meet deadlines
Ability to review and understand process flow analysis and methodology
Must be organized and methodical in approach to workload
Ability to establish rapport with customers in Globys stakeholders
Ability to multitask on several issues
Ability to communicate openly and contribute in a team environment
A team player with a positive attitude and a willingness to do whatever is needed, in a sometimes fast changing environment, to achieve project goals and requirements
Proficient with Microsoft Office Suite; primarily Outlook, Word, Power Point, and Excel
An interest in technology and desire to join the Seattle tech community
Requirements:
Bachelor’s Degree in Computer Science, Mathematics, Physics or other technical discipline preferred
1+ years of experience in a support role for managed applications
An intermediate understanding of web application architecture
An intermediate understanding of SQL and relational databases
Ability to script solutions in one or more scripting languages, e.g. powershell, Python, BASH
We support a mobile workforce (no pun intended)
Your job may require you to sit for long periods of time, but rest assured we do encourage you to get up and move. When you do, the people will be cool and the scenery can’t be beat!
How: Apply Here
