Enterprise Customer Success / Technical Support Engineer
Aurea Software
Total des années d'expérience :14 years, 2 Mois
Aurea is the technology behind some of the world’s greatest customer experiences, from British
Airways in the sky to Disney World on the ground. And we transform your experience with us
through a Client Success Program™ that ensures you achieve your goals, every step of the way.
Aurea is a very different kind of software company - and we deliver very different results.
Key Responsibility
• Providing technical support to Platinum clients for Aurea List manager, Aurea campaign manager, Alertfind & AMS products.
• Maintaining the mail support queue for issues escalated via email. (via Salesforce Application).
• Setup meeting with clients to resolve issues for Aurea List Manager and Lyris HQ Marketing Application.
• Responsible for testing new application versions, documenting, and managing incident reports/bugs according to incident management processes and procedures (via JIRA).
• Working directly with Engineering / Product team to replicate customer reported bugs and implement enhancements.
• Managing workload through use of ticketing system Jira and Asana.
• Creating Knowledge base articles (KBA) for support agents and customers for Aurea List manager, Aurea campaign manager, Alertfind &
AMS products.
• Working directly with SaasOps and Engineering team to resolve any Severity-1 case reported by customer or product related issue.
• Aurea support portal administration.
• Setting up integrations for various client's HR system using Tray.io.
• Working with Product team to connect client's database system with Aurea Alertfind system through roster imports, API integrations etc.
• Providing technical support and guidance via the 2ndlevel help desk where
reports from Level 1 supporters are handled.
• Maintaining the mail support queue for issues escalated via email.
• Assisting Level 1 support and necessary teams or vendors with complex
issues.
• Maintaining hardware and carrying out software deployment
(Win7 on a Samba server environment).
• Responsible for contacting vendors that we have tie-ups with:
RushFiles (Cloud) Marketgoo (SEO), SiteLock (Security), and
Microsoft (Office 365)
• Responsible for testing new software, documenting, and managing incident
reports/bugs according to incident management processes and
procedures (via Asana and JIRA)
• Monitoring server status
• Monitoring and facilitating incident resolution for core business
applications.
• Participating in team meetings to help improve customer experience,
identify process improvements, and advocate for impactful changes.
• Management of Internet and setup of VPN connectivity through OpenVPN
between Denmark and Dubai Offices.
• Assisting the technical, support as well as the development team with
their day to day IT Support.
• Remote support of users in Denmark and India with occasional travel if
required.
• Ensure security and upgrades are applied and kept up to date on all
devices.
• Maintaining the records of all the software licenses and renew the same
as and when required.
• Managing workload through use of ticketing system Jira and Asana.
• Interaction with principle vendors for any technical support issues as and
when required.
• Providing Hardware/Software Support
• Responsible for supporting customers through online chat system.
• Providing support for installing websites, CMS Web applications.
• Providing basic troubleshooting for PHP based websites.
• Helping customers to register domains/sub domains, blog, forums,
web applications. Etc.
• Translate and proofread texts.
• Product specialization.
• Write and maintain guides, FAQ’s and other texts for internal
and/or external use.
• Test One.com applications.
• Contribute to support projects.
• Maintain office hardware and software.
Client worked with: Du telecommunications (Project basis)
-Supporting more than 2000 users.
-Providing first level IT Support to users.
-Troubleshooting hardware, software and network problems.
-Setting up Laptops, Desktops according to user requirements.
-Responsible for standardization HP, Acer, IBM, Dell Desktops and Laptops.
- Responsible for supporting users through calls, email and chat systems.
- Responsible for setting up call centers systems with other IT engineers.
- Responsible for setting up Du telecommunication outlets in Dubai, Sharjah, Fujariah &Umm Al Quawain.
- Windows Server 2003 Environment Management and Maintenance - Windows Server 2003 Active Directory Planning, Implementation and Maintenance. - Windows Server 2003 Network Infrastructure Implementation, Management and Maintenance. - Windows Server 2003 Network Infrastructure Planning and Maintenance.
Bachelors of Science Degree in Computer Information System