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Customer Success Principal ($18/hr) Are you a results-driven professional motivated by a drive to bring your customers success? Are you an effective communicator capable of collaborating with multiple teams to achieve your goals? Do you enjoy working directly with customers? Do you thrive on working with complex and challenging technology? If you’re a support engineer with a track record of successfully resolving customer issues quickly, confidently and independently — then this may be the perfect job for you. Job Description: Aurea Success Principals are software engineers who couple their deep engineering acumen with the ability to interact directly with our customers. They are deeply technical, but they have the unique ability to couple that with exceptional communication skills. They are smart, driven, curious, and empathetic, going out of their way to help customers and not resting until a problem is solved. They are given the cases Success Associates cannot solve, and relish the challenge that that presents. What you’ll need: You know how to prioritize based on business needs. Advanced analytical, problem diagnosis, troubleshooting and resolutions skills You can defuse any escalated customer situation. You can effectively communicate technical solutions to non-technical customers. You know the specifics of communications with end users as well as professional clients and distributors. You are a team player, even if it is in a work from home environment. Familiar with virtual environments and know how to troubleshoot them and set up virtual machines.


Required experience and education: You have worked, at least three years, as a front-line agent in a high-volume contact center. You have performed tech support tasks for B2C or B2B customers. You need to be well versed in current software support practices and tools including: troubleshooting, virtual environments, issue tracking, log investigation, build testing, and ticket management Fast learner, sharp thinking, investigative mind and true dedication to solve customer problems We have 4 different products/tracks - below are the required skill sets for each: ARS Basic working knowledge of: HTML Java CSS Visual Basic 6 Progress Delphi 3, 5, 7 and 2009 Linux Systems Telelogos Ajax XML XSL ALS Basic level of technical knowledge in HTML, C# & Sharepoint ACRM/AEM/Platforms Basic level of technical knowledge of networking: TCP/IP, Powershell, ISS, SQL, HTML HTML/CSS JavaScript Ajax Familiar with the Windows server OS and able to troubleshoot basic functionality like DNS, AD, and authentication . Jive Basic level of technical knowledge HTML, TCP/IP & IIS Languages: Strong oral/written communication skills in English is a must. Additional languages are strongly preferred German, French, Spanish, Russian, Czech, Cantonese & Thai What we offer A true fast paced environment where you will be measured on your performance and rewarded for it. A career path allowing several levels up growth within support. The option for technical certifications as you move up within the team. Work from home. Pay: $18/hr or $35/year 40 hours/week Location: Global (remote)

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