We are looking for an experienced Level 2 Support person to join our team. You will be working in a team of technical support people, responding to incoming support tickets from customers. You will be working with the development and product teams to assign tickets to the appropriate people or teams and will monitor the performance of the tickets inline with the response SLAs.

You will be able to coherently communicate with both technical and non-technical customers and team members, escalating issues and ensuring that the customers receive a positive experience.
Self-organisation and motivation is a necessity as you will be responsible for your own time-management and delivering great customer service.

Key Responsibilities

• Incoming tickets triage
• Assignment of tickets to appropriate teams
• Resolution of L1 tickets (logon issues, new accounts, obvious documentation led solutions etc.)
• Creation of solution documentation based on previous tickets
• 1st response SLA adherence
• Coordination of the rest of the support team to meet SLA requirements
• Create a positive customer experience with a high volume of communication
• Customer community forum responses
• Engaging with the development team to suggest improvements to the documentation where appropriate
• Suggest and implement new and improved canned responses within the support system
• Coordinate updates to internal and customer-facing FAQ sites and documents
• Escalate issues where needed to get a response for customer
• Ensure customer satisfaction ratings meet company goals.
• Communicate clearly in writing to both technical and non-technical people
• Participate in an on-call rotation to provide out-of-hours support for critical incidents.

Requirements

• Strong English skills - spoken and written
• Spanish speaking, a plus
• 3+ years of technical support helpdesk experience
• Positive can-do attitude
• Great team player
• Understanding of different technical operating systems
• Understanding of different database systems
• Ability to bring customer interactions to a positive conclusion through a customer-focused demeanor
• Solution-focused trouble-shooter

Desirable

• Zendesk experience
• Linux experience
• SAP Basis Experience
• Jira and development backlog interaction experience
• Understanding of Azure, AWS, GCP and other market places

About Avantra

Avantra is a high growth tech company with 23 years of Swiss precision engineering coupled with the energy of a start-up. Our product is the leading AIOps platform for SAP operations, enabling customers to achieve hyperautomation success. Our customers are large multinational enterprises and household names, including national and global managed service providers. We have teams based across Switzerland, Germany, UK, US and Eastern Europe.

Our culture is something we are incredibly proud of and strive to protect. We live our values of Be Caring, Embrace Challenge and Stay Curious every day through company mindfulness sessions, wellbeing days and retaining a family feel. If this sounds like a good fit for you, why not say hello?

Benefits

This exciting role offers the opportunity to be involved in a high growth software company and will present significant opportunities for personal growth:

• Competitive Salary
• Competitive holiday & benefits package
• Remote working
• 1 Avantra wellbeing holiday day
• Learning & development programme

Alternatively we can consider a B2B arrangement, in some locations, if preferable. Please contact us for more details if you would like to explore this opportunity.

Location

This role is intended to be a remote role.

Occasional travel for customer visits, company and team gatherings is likely.