| IT Migration Support || Austin, TX at Austin, Texas, USA |
| Email: [email protected] |
| Hi Professional, I hope you are doing well ! Please find the job description detailing the preferred specifications that our client is seeking for this position and please share relevant resume regarding this opportunity. Role : IT Migration Support Location : Austin, TX Onsite / Remote : Onsite Skills Ability to understand technical customer questions and identify any missing information relevant to issue diagnosis Ability to read and understand technical documentation and apply it to specific customer situations Recognize and categorize customer issues, identify common patterns, and assist with remediation and/or or escalate to a technical PoC Categorize issues according to technical domain and route to experts accordingly Differentiate between customer issues and product issues, and provide feedback on product issues to the technical team Collaborate with the project team to provide data and recommend solutions that will remediate frequent customer issues General knowledge of testing and software engineering best practises Understanding of Quality Assurance methodologies, life cycle, and processes. Apply business and technical knowledge to meet the teams overall objectives for supporting customers experiencing issues Ability to communicate either verbally or in writing with multiple stakeholders Superb analytical and problem-solving skills. Excellent collaboration and communication skills, including the ability to write or contribute to technical documentation when gaps are identified. Great organizational and time management skills Knowledge or ability to learn basics of Java, C++, Go, and Python Deliverables Engage with customer questions ~10 new questions / day ~30 ticket touches per day across new and old tickets Move customer questions forward by Identifying relevant documentation Identifying other solved questions that apply to the situation Requesting additional information from the customer Escalating to a technical PoC within the product team Recommend documentation improvements Identify common product issues / defects and file informative tickets Identify common patterns and pain points thematically across questions Success Metrics Resolve xx% of customer questions by providing documentation, referencing previous answers to similar questions, or applying technical knowledge. Engage with new questions or updated questions within x hours (during North America working hours, TBD) Reduce question touches from technical PoCs by requesting debugging information from customers in advance of escalation Tool Access Access Needed: G3docs CodeSearch for roughly the entire codebase Sponge / Fusion Sigma Thanks and Regards, Sumit Kumar Shahi Technical Recruiter Direct: +1 (507)-656-6079 1603 Capitol Ave, Suite 310 A461, Cheyenne Wyoming 82001 Email : [email protected] -- Keywords: cplusplus information technology golang Texas |
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| Fri Jul 28 19:11:00 UTC 2023 |