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    Senior Technical Support Engineer - Geneva, Schweiz - Michael Page

    Michael Page
    Michael Page Geneva, Schweiz

    vor 5 Tagen

    Michael Page background
    Beschreibung
    • Prioritize and manage the customer support workflow, ensuring timely resolution of issues.
    • Diagnose, troubleshoot, and resolve technical issues reported by customers utilizing a blockchain SaaS solution, including issues with smart contracts, blockchain logic, and NFT deployment.
    • Learn and work with emerging technologies related to the integration of a blockchain platform into client systems.
    • Act as the first technical point of contact for clients with issues concerning Aura Web APIs and Front-Ends.
    • Debug issues in web applications that are using the company's API.
    • Work alongside the development and technical teams to help resolve deeper technical issues.
    • Keep track of system issues and adhere to agreed timelines until resolution.
    • Interact with clients via phone, email, or chat, providing clear and concise written and verbal instructions.
    • Maintain procedural documents and reports related to support activities.
    • Follow and create standard procedures to resolve issues, connecting them to relevant internal processes.
    • Provide prompt and accurate feedback to customers, ensuring their satisfaction.
    • Ensure proper documentation of all technical issues and resolutions.
    • Follow up with clients to ensure their computer systems are functioning properly after troubleshooting.
    • Document technical knowledge in the knowledge database for future reference.
    • Train customers and/or team members on how to use the company's UI and APIs.
    • Monitor daily performance of technical systems and address any issues that arise.
    • Support QA teams in test plans and manual test cases for APIs and websites, identifying bugs and functional problems.
    • Collaborate closely with development and product teams to understand feature specifications and incorporate user feedback into product requirements.
    • Report bugs in Jira and provide detailed information on issues.
    • At least 3 years of experience in a full time Tech Support role.
    • At least 5 years of experience working in a technology role related to Tech Support such as Software Developer, Project Manager, Product Manager or similar roles.
    • Knowledge of software development technologies such as JavaScript, TypeScript, , and React.
    • Experience with help desk software such as Jira Service Management, Zendesk, etc.
    • Strong problem-solving and troubleshooting skills.
    • Excellent communication and interpersonal skills.
    • Ability to work effectively in a fast-paced, collaborative environment.

    Join an innovative team and be part of revolutionizing the blockchain industry This opportunity offers exposure to cutting edge technology, professional growth opportunities, and a supportive work environment. If you are passionate about technology and customer satisfaction, we would love to hear from you.

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