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IT Technical Support Agent

gTeam FZ LLC
Egypt
Posted 9 years ago
1 open position
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Job Details

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Job Description

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.

What do we need from you?

GTeam FZ LLC 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 and, if this appeals to you, then you should strongly consider this position. 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.

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

Total compensation is US$13.5/hr for this ongoing, full-time, 40-hour work week. There is a $600 fixed-price payment for the assessment period briefly described under “To qualify” below, if that assessment leads us to hire you for this position.

 

Job Requirements

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

* 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.

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.
  • Work Hours / Schedule - This job is offered on a Full Time basis (40 hrs/wk). Customer Support teams work primarily US Eastern work hours (8am to 6pm), as this is when most of our customers are available. You will be required to work primarily during these work hours and any alternative scheduling will need to be approved by your direct supervisor.

To qualify, show us who you are. First, please provide a resume/ CV demonstrating the required experience and skills. From there, to help us find the top 1% of talent, we ask that you first complete a relatively short online skills test. If you meet the minimum standards, you will be sent a “call back” where we will ask you to complete a one-week assessment. This step is designed to assess your skills and your ability to perform functions relevant to our needs. It will also give you a chance to see what the job will be like. The activity is strictly a test and is not work product that we will use in any way. Your efforts on this assignment will give our hiring managers an example of your work to evaluate against the work of other candidates so we can determine if we should bring you on-board for this full-time position. We are looking for the best of the best, but even though you may not get this trial assignment quite right, if you show great potential, gTeam may have other positions for you.

Candidates who are successful at the assessment test will be asked to participate in a brief online interview with recruiting staff to fulfill administrative requirements, including contracting and providing verifiable identification.

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