Client Support Executive - 2nd Line Jobs in Skopje, FYROM

Coniq is a dynamic, high growth UK-based SaaS company that provides total customer engagement and loyalty services to many of the world’s leading property developers, shopping centers and retailers. Coniq powers well over 1 billion of sales annually for its clients, with more than 20 million consumers shopping at 1,800 brands in 24 countries worldwide, and has offices in Europe, the US and the Middle East.Working as part of the Support Team as the second line escalation point for all Support queries, you will have to understand and resolve more complicated technical issues in a prompt and professional manner, thus ensuring continual exceptional operational service.This role is to support our US clients, the shifts are remote for 8 hours between 16:00 - 02:00. There may be a requirement to be in the office with prior notice for socials and/or training.ResponsibilitiesAct as the escalation point for the first line of supportMonitor the support queue and accept tickets based on priority and impact. Identify trends of tickets with common possible causes to start problem managementTroubleshoot complex tickets and provide resolution through in depth investigation, replication, log analysis and root cause analysisEscalate bugs and other technical requests to the appropriate third line of support, including a clear problem statement, replication steps, supporting evidence (logs, video, screenshots) for the third line to provide a workaround or a fixIdentify technical knowledge gaps in the support team and organise the relevant training session and documentation to fill themUpdate client-facing documentation to align with new features or release notes in order to limit the number of escalations to the first line (customer self-help)Provide product improvement suggestions based on the support team’s requirements and/or identified opportunities If required, travel to client locations around Europe, Middle-East and North America to assist with hardware deploymentsMaintain a technical awareness and collaboration with the TECH teams to facilitate collaboration and escalations

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