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Customer Support Specialist

2 months ago

Austin, Texas, United States Idera, Inc. Full time
Job Overview

Join Idera, Inc. as a Customer Support Specialist with a technical emphasis, playing a vital role in delivering exceptional service to our clients. We seek candidates who possess outstanding problem-solving abilities, a strong interest in software testing technologies, and meticulous attention to detail. If you are driven and eager to embrace a dynamic work environment, we would love to have you on our team.

Key Responsibilities
  • Deliver high-quality customer support by utilizing comprehensive knowledge of our products.
  • Work collaboratively with various teams to exceed customer service expectations.
  • Diagnose and resolve installation and testing challenges across multiple programming languages and development environments.
  • Escalate critical issues to the Level 3 support team and the Support Manager, ensuring prompt updates to customers regarding their inquiries.
  • Share your technical knowledge and best practices with both clients and the support team, promoting a culture of ongoing learning.
  • Maintain and enhance a detailed knowledge base of common issues, solutions, and workarounds to improve resolution efficiency.
  • Gather and relay customer feedback on features, bugs, and other significant areas to our Product team.
Qualifications
  • A minimum of 2 years of experience in a customer-facing role within a SaaS software or application development organization.
  • Proficiency in German is essential for this position.
  • Willingness to work an 8-hour shift, Monday to Friday, during Central European business hours.
  • Familiarity with development technologies such as .NET, ASP.NET, C#, VB.NET, Java, JavaScript, and Python.
  • Understanding of Test Automation and methodologies for Mobile and Web development testing.
  • Knowledge of Operating Systems and Application Support for Windows, iOS, and Linux.
  • Experience with integrations like Jira, Jenkins, TeamCity, and Selenium WebDriver.
  • Proficient in support processes related to ticket tracking tools (e.g., Salesforce, Zendesk).
  • Hands-on experience with remote troubleshooting techniques.
  • Excellent written, verbal, and presentation skills.
  • Strong analytical and problem-solving capabilities.
  • Able to work independently as well as collaboratively within a team.
  • Capacity to manage multiple tasks across various products and technology platforms.

Idera, Inc. is an Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.