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L2 Software Support Engineer at Aurea Nigeria

Posted on Mon 23rd Nov, 2015 - hotnigerianjobs.com --- (0 comments)


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 Title: L2 Software Support Engineer

Location:
Nigeria

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
Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

  

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