Versata provides enterprise software solutions that deliver business results, performance and scalability while dramatically reducing IT spending. Versata's patented solutions decrease IT expenditures by reducing hardware and associated maintenance, leveraging open source technology, and accelerating value delivery to business customers.
We are recruiting to fill the position of:
Job Title: Versata Level 2 IT Support Agent
Location: Remote Telecommute
Brief Description
- Work with the top 1% of global talent, for one of the few IT companies offering high-paying, 100% remote, work-from-home jobs. You never have to fight traffic to the office again.
- We provide software support services and Level 2 support agents are our customer's major technical resource.
- We are looking for L2 support agents who are passionate about helping customers and we need L2s with a variety of skill sets.
Descriptions
- Come work with the top 1% of global talent to manage the delivery of WOW Support to our customers for 25+ software products.
- We offer a fast-pace environment where inventiveness and entrepreneurial drive are rewarded. We’re also one of the few IT companies offering high-paying jobs that are 100% remote, work from home. You never have to fight traffic to office again.
- Versata provides software support services to customers who use our 25+ software products and our Level 2 support agents are the major technical resource for our customers.
- We are looking for Level 2 support agents who are passionate about helping customers.
- We need L2s with a variety of skill sets so we encourage you to attempt to qualify for the position based on the technology with which you are most proficient.
What do we need from you?
As a Level 2 Support Agent, you will:
- Learn and become proficient in solving technical issues in at least three of our products
- Solve complex technical issues escalated by Level 1 Support staff
- Proactively document, monitor and update Support tickets and actionable steps taken
- Support the Level 1 agent in communicating progress to the customers
- Submit software product issues (bugs) to product development for resolution
- Validate and document software bug fixes in product releases before they are made available to customers
- Stay up-to-date with all the latest technologies concerning our software products
- Create Knowledge Base Articles / Technical Notes
- Provide technical support and product training to other team members
- Participate in Team Meetings
Required Skills and Experience
What we’d like to see in your background
- Proficiency in using commonly available Windows platforms
- Proficiency in at least one of the following:
- Oracle
- SQL Server
- ASP.Net
- Java
- Windows Networking
- UNIX Networking
- Excellent problem solving and troubleshooting skills
- Well versed in current software support practices and tools including: troubleshooting, virtual environments, issue tracking, log investigation, build testing, and `ticket management
- Ability to manage your time and prioritize effectively while working multiple issues for multiple customers
- Ability to communicate effectively in written and spoken English
- Ability to research potential solutions with limited available documentation
Additionally, the following requirements apply to all Support positions:
- Communication Skills - In order to effectively communicate with our customers, all candidates for support positions must have excellent written and verbal communications skills. All support staff that interact directly with customers are required to be fluent in English. If hired to work in another language as well as English, communications skills in the other language must be excellent.
- Dynamic Work Environment - All candidates must be able to work successfully in an environment where our core support systems and processes are continuously improved over time.
- Process Adherence - All candidates must be able to successfully adapt and adhere to our process methodology.
- Video - candidates must have the computer hardware and networking bandwidth to conduct a seamless video Skype conversation for team communication. Ongoing use of webcam for billing and Skype video are required.
Compensation
For U.S. citizens and permanent residents who are hired into an ongoing contract, we will hire you as an employee (W-2) at $12/hr (instead of an independent contractor) which gives you access to benefits and reduces your federal tax burden.
Application Closing Date
Not Specified.
How to Apply
interested and qualified candidates should:
Click here to apply online
Note: While are seeking candidates who can demonstrate proficiency in at least one of the technologies listed, we strongly prefer candidates who are competent in two or more of the technologies listed.