Cloud Support Specialist

JOB SUMMARY:

The Technical Support Specialist will serve a dual function, not only assisting our valued customers with queries and technical issues but also supporting project setup tasks. They are a level 1 technical support team member, who's role will see them talking to customers helping them download apps from the app store (and get logged in), to investigating issues and logging them with our engineering teams.

JOB RESPONSIBILITIES:

1. Customer Support

• Address customer inquiries, providing solutions to their issues in a timely manner.
• Focus on core metrics including but not limited to response times and SLAs.
• Undertake Technical fault finding to identify root cause for engineering teams to resolve.
• Use internal support tools to rectify customer issues quickly.

1. Platform Setup

• Assist with AWS-based platform setups for customers aligned to setup guides.
• Complete user moves add and changes.

1. Remote Assistance

• Utilize remote access tools to diagnose and address customer issues.

JOB QUALIFICATIONS:

• Familiarity within SQL.
• Familiarity with AWS environments.
• Proficient in using remote access tools.
• Exceptional communication skills, both verbal and written.
• Previous experience in a technical support or related role.
• Dedication to delivering unparalleled customer service.

SOFT SKILLS:

• Excellent verbal and written communication skills
• Excellent interpersonal and conflict resolution skills.
• Strong analytical and problem-solving skills.
• Adaptable and flexible
• Organized and keen to details.
• Can work well within a team.
• Has the initiative and self-drive
• Able to work independently and under minimal supervision.