Technical Support Manager - Drupal

DXPR -
Cairo, EgyptPosted 4 years ago

40Applicants for1 open position

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Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
If bugs require simple configuration changes in Drupal CMS or small changes in HTML or CSS code, you are expected to fix it yourself. More complicated problems can be escalated to T2 and T3 support engineers.
Reproduce the problem on your own computer by installing our software stack locally
Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve issues.
Act internally as a customer advocate.
Empower customers to find information, self-solve when they decide to, and learn more about Sooperthemes products, services and support.
Advise customers on how to gain additional value from DXPR products.
Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.

2+ years experience working with Drupal 7 and 8/9
2+ years experience working in a software or web design company
2+ years in a customer facing service role in any capacity
2+ years experience working remotely.
1+ years Experience with HTML and CSS coding
You may have meetings with our Cairo based senior product developer but an effective workplace is your own responsibility
English Language: fluent in reading, writing and speaking
Adept at technical writing (product/feature documentation)
Superior problem solving and troubleshooting skills; exceptional customer service, overall communication and technical writing skills.
Must have sufficient technical depth to communicate with development team;
Must possess the ability to work independently with minimal management supervision and as part of an international team
Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and team content development;
Ability to apply technology to improve existing products and systems at customers and for internal use
Ability to actively participate in team support by proposing and implementing solutions;