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Technical Support Specialist

hace 1 semana

Bogotá, Bogotá D.E., Colombia Anthology Inc A tiempo completo
Job Overview
Anthology Inc. is seeking a skilled Technical Support Specialist to join our Partner Enablement team. As a key member of our customer support team, you will play a critical role in ensuring seamless integration between our products and third-party systems.

About the Role
In this position, you will be responsible for providing high-quality technical support services to our customers, resolving product-related issues, and collaborating with engineers and departments to deliver effective solutions. A passion for customer service and a customer-centric attitude are essential qualities for this role.

Key Responsibilities
* Resolve customer issues efficiently using established guidelines and industry best practices
* Provide problem resolution through research and collaboration on potential solutions
* Recommend functional configurations and changes to improve integration or resolve customer issues
* Communicate updates to customers promptly and consistently, recording all actions in the approved help desk system
* Escalate issues to management or other engineering teams as needed
* Assist in creating Customer Service documentation, including Knowledge Base articles

Required Skills and Qualifications
* 2-4 years of customer service experience
* At least 1 year of experience working with internet application technologies, including HTML, CSS, XML, JavaScript, Internet protocols, networking, and Web Server configurations
* Familiarity with multiple computer operating systems, including UNIX/Linux and Windows through UI and the command line
* Working knowledge of integration methods, authentication processes, and communication protocols, such as REST API and OAuth
* Working knowledge of relational database management systems, such as PostgreSQL and MySQL
* Exposure to the AWS cloud
* Solid analytical and troubleshooting skills
* Ability to work with moderate supervision on escalated issues and prioritize, investigate, and resolve them with minimal guidance from others

Preferred Skills and Qualifications
* 1-2 years of experience developing with JavaScript, Java, and/or Scala
* 1 year of experience supporting integrated systems through REST API
* Previous experience in the education or knowledge management industry and e-learning technologies
* Fundamental understanding of agile software development process methods
* Fundamental understanding of Azure Dev Ops