About this role
- What you’ll Do:
- Provide expert level 2 technical support for various LMWN products to customers and internal partners.
- Analyze issues from Customer Service (level 1), identify the root cause, lead the investigation and own the problem resolution.
- Escalate issues related to software defects to the software development team, working closely with product managers and engineers to ensure smooth problem investigation.
- Follow all policies and procedures for managing and raising customer issues to reduce resolution times by following the best practices and SLAs.
- Work with all stakeholders to enhance customer’s support experiences.
- Call out major, elusive, and recurrent issues that are impacting clients.
- Contribute product/technical troubleshooting knowledge-based articles for internal teams.
- Able to work shifts and on weekends including holidays (a rotation basis).
- What you’ll Need:
- Proven experience in Application Support, DevOps, or SRE team.
- Logical problem solver who is self-motivated and a strong contributor within a team.
- Proactive, initiative, and willing to learn new things.
- Ability to work in a fast-paced environment and still be able to maintain quality of work.
- Solid understanding of operating systems, networks, and SQL (knowledge of any programming language is a plus).
- Familiar with troubleshooting and monitoring tools (Kibana, Grafana) are a plus.
- Experience in a customer service environment and having outstanding Customer Service skills thorough knowledge of incident/problem/change processes.
- Experience with Food Delivery Business or POS would be an advantage.
- Ability to communicate effectively both verbally and in writing with customers and colleagues at all levels of technical and non-technical skill sets.
- Ability to partner with business and technology stakeholders to successfully deliver projects or resolutions to customer concerns.
