Level 1 Support Agent

Job description

Job Location

 Remote, preferable from USA or Japan


We put an extraordinary amount of effort and love into building the best automation platform for mobile developers. We're looking for someone who can apply that same vision and thoughtfulness to the communication with the members of our community asking for support.

Responsibilities

  • Initial support and classification and performing initial fault diagnostic

  • Communication within the organization

  • Keeping affected customer informed about progress on incident reports

  • Escalating issues to Technical Support Team if necessary

  • Take ownership of customer issues reported and see problems through to resolution

  • Provide prompt and accurate feedback to customers

On typical days, you'll

  • Communicate with clients from around the world within our business hours and help them solve issues that arise during the build process

  • Sync with our development teams for prompt identification of faulty behaviour within the product

  • Escalate complex issues to our Technical Support Team

  • Sync with the Support team in Hungary


Requirements

You must have

  • Flawless written English

  • Excellent problem-solving and communication skills

  • Ability to diagnose and troubleshoot basic technical issues

  • Ability to provide step-by-step technical help, both written and verbal

Big plus if you have experience in

  • Supporting complex IT systems

  • Basic knowledge of software development tools