L2 Software Support Engineer at Aurea Nigeria

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