Vacancy for Software Support Engineer at Aurea

Employment Nigeria 12-Dec-2015 NIGERIA , IT and Telecoms

Aurea enables global enterprises to create transformative experiences for their end customers across a range of industries including retail, travel & hospitality, insurance, 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 touch-points to maximize growth through a superior customer experience. Aurea serves over 2,000 customers worldwide.

We are recruiting to fill the position below:

Job Position: L2 Software Support Engineer

Job Descriptions

We are looking for dynamic software support engineers join our team of highly skilled support professionals. Aurea’s ambition is to be a radically different enterprise software company that empowers our people to challenge convention every step of the way in delivering success for our customers.
You will work on cutting edge technology in a fast paced and constantly improving virtual support center of excellence, with the option of working from the comfort of your own home.

Primary Responsibilities

Own and resolve customer issues for our broad customer base of fortune 500 companies
Supporting mission critical applications during in various time zones
Reproduce issues from customers' description of the problem and/or from customers' code snippet.
Read and interpret product log files.
Cross train on multiple technologies across different verticals and Industries
Troubleshoot, diagnose and resolve customer issues independently, making use of the resources available to you.
Write a knowledge-based article for every new issue you resolve
Attention to detail in analysis and CRM case 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 the issue and how to reproduce.
Demonstrate an increasing level of customer care skills
Weekend on-call coverage for production issues (once you’ve reached the appropriate experience level)
Role is based during Eastern Standard Time or Central European Time

Requirements
Required Technical Skills & Experience:

Fluent in English (Oral and written)
Degree in Computer Science
Strong Java skills
Knowledge is SQL design
Experience with troubleshooting
Knowledge and/or experience with troubleshooting Web technologies
Must comply with our Data Security policy and provide their own computer

Personal Attributes

Self-starter who can work on own initiative
Problem solver who thinks outside the box
Likes working directly with Customers
Results driven & Customers Success is always front and center
Thrive on working with complex and challenging technology

Sorry the application deadline for this job has elapsed

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Vacancy for Software Support Engineer at Aurea

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