Location: York,NY, USA
**Software Technical Support**
New-York, NY, USA / Support Support / Permanent Join **iObeya** and strengthen our team as we expand our presence in North America! **iObeya** is an adventure that has been scaling for 10 years. Our secret: a startup mindset, 130 close-knit passionate individuals offering their best in a collaborative and fulfilling environment that stimulates innovation.
iObeya's Digital Visual Management solutions have already won over more than 400 large companies in all industries, and 500,000 daily users in more than 30 countries. Based on Lean and Agile practices, iObeya revolutionizes performance management by providing executives, managers and operators real-time visual dashboards for any department. Today, our goal is to become the global leader in Enterprise Visual Management.
At iObeya, you will be part of an alternative and casual work environment. Every member contributes to our success. We are looking for exceptional professionals to share our ambition.
We are looking for a **Software Technical Support** ready to join our adventure and share our ambition! As part of our growing Support Team, you will spend most of your time interacting directly with our customers ensuring they have a positive experience with the platform. Youll become a power-user and with that knowledge use your stellar customer service skills to listen, assess, and solve customer problems. + Respond to incoming customer requests for support in a timely manner and in accordance with established Service Level Agreements (SLAs)
+ Diagnose and troubleshoot technical issues to quickly uncover root causes
+ Identify and implement solutions to customer problems when possible
+ Analyze, reproduce and document unresolved issues and escalate to proper internal teams
+ Act as a primary point of contact for unresolved issues and provide prompt and accurate feedback to customers
+ Manage and effectively prioritize multiple issues simultaneouslyUtilize system monitoring and ticket tracking systems to monitor tasks and issues
+ Collect information on, assess and document client feedback
+ Support customer platform deployments and liaise with operations teams for continued support of customers hosted on our cloud
+ Interface with sales and solution consulting teams
+ Assist with customer license provisioningMaintain and update FAQs and other documentation
+ Regularly report to management and product teams regarding customer issues and product feedback
**Required skills include :**
+ 4+ years experience supporting XaaS software systems to Enterprise accounts
+ Bilingual in English and ability to speak French mandatory
+ Ability to troubleshoot and diagnose technical issuesHands-on experience in Windows, Linux and MacOS environments
+ Some knowledge of databases, server-side applications, and cloud deployments
+ Ability to clearly communicate verbally and in writingComfortable working independently as part of a remote team
+ Track record of stability and tenure
+ Entrepreneurial attitude, self-driven personality, flexible, hard working, creative with high quality standards
+ Coachable, proactively seeking to learn new skills and continuously improve
+ Bachelor's degree in Computer Science or equivalent experience
**Additional valued skills:**
+ Experience and knowledge of Jira