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F2Onsite · 2 months ago

Remote Tier 1 Support-Platform

United States

Full-time

Remote

New Grad, Entry Level

F2Onsite is a company offering remote support services, and they are seeking a Tier 1 Platform Support analyst. The role involves providing high-quality technical support, managing escalations, and collaborating with other teams to ensure client satisfaction.

Cyber SecurityDeliveryInformation TechnologyPoint of SaleProject Management

Growth Opportunities

Responsibilities

Main escalation point for technical support issues

Be prompt and provide high quality service to align with customer goals and requests

Requires the ability to take full ownership and control of an issue, to develop and maintain excellent relationships with all our clients and partners, and to help in continuously improving the support service to maintain a high level of client satisfaction

Lead interaction and collaboration with other teams such as Engineering and L2 Support as needed to address escalated issues

Gain a technical and functional understanding of the platform architecture

Expertise in querying DB and analyzing the data returned as part of troubleshooting the issue

Interact directly with our partners and clients to resolve technical issues in a timely manner

Notify the management team of any potential escalations

Escalate where appropriate

Work in rotational shifts and provide on-call support as needed

Automation for repetitive tasks

Qualification

Technical support experienceAPI integration experienceDatabase queryingLinux Server knowledgeEnterprise monitoring systemsProblem resolution skillsAnalytical skillsDevelopment experienceWeb application debuggingITSM framework knowledgeCommunication skillsDocumentation skills