Are you a highly-motivated, dynamic support engineer, looking to advance your career by working for a top enterprise software company? If you are ready to join a team of highly skilled support professionals, have excellent language and technical skills, and want to work on cutting edge technology in a fast paced and constantly improving virtual support center of excellence – then this is the role for you.
Aurea enables global enterprises to create transformative experiences for their end customers across a range of industries including retail, travel & hospitality, 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 touchpoints to maximize growth through a superior customer experience. Aurea serves over 2,000 customers worldwide.
Total compensation: $30,000/year Location: Global (remote) 40 hours per week – noncompete
Key Responsibilities
- Own and resolve customer issues for our broad customer base of fortune 500 companies
- Support mission critical applications in various time zones
- Troubleshoot, diagnose and resolve customer issues independently, using available resources
- Reproduce issues from customers’ description of the problem and/or from customers’ code snippet
- Write a knowledge-based article for every new issue you resolve
- Read and interpret product log files
- Attention to detail in analysis and CRM 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 how to reproduce the issue
- Utilize your language skills and demonstrate an increasing level of customer care skills
- Weekend on call coverage for production issues (after reaching the appropriate experience level)
