User Support Analyst supporting local IT team in Eschenbach, providing hardware and software solutions. Involves problem analysis and implementation of new IT processes.
About the role
- Support Engineer aiding Passbolt customers with troubleshooting and maintaining documentation. Handling technical issues and contributing to user discussions and product development.
Responsibilities
- Evaluate, prioritize and help resolve Passbolt customer support cases.
- Solve and close at least 90 issues per quarter with an average satisfaction rating above 5 (out of 7) and average response time below 8 working hours (4 working hours for priority SLA customers).
- Strict compliance with the company policies and security procedures.
- Communicate and solve customers' problems via email, phone and video-conference.
- Communicate and solve users' issues on the community forum.
- Write documentation, update knowledge base, blog posts, tutorials.
- Participate in the product development through user acceptance testing of releases, bug reproduction and fixes, small incremental improvements or internal projects.
Requirements
- You’re a support professional you’ve got some experience in a support or other service-oriented customer facing role.
- you’re experienced in writing support / tech-focus content.
- You’ve got a knack for web technologies and server administration.
- You have Linux systems administration knowledge.
- You know at least one programming language, preferably PHP or Javascript.
- You have working knowledge of LAMP environments.
- You have working knowledge of Docker and ideally also Kubernetes.
- You have some experience with Git.
- You have experience with Passbolt products.
- You enjoy diversity.
- You have experience working in an international environment with a culturally diverse user community.
- Fluent in English, both verbal and written and preferably one other language.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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