17-08-2022
Technical Support Specialist
The Web Development area is responsible for the conception, design, development and deployment of Rich Web Applications software solutions. From the very beginning of setting requirements, by way of outlining architecture and data models, choose the best technology until the last layer of the user interface. The main technological stack is based on Java and JavaScript for backend and middleware layers such as Node.js along with JavaScript-based frameworks such as Angular and React for frontend development.
YOUR ROLE
In a global world where customers are always giving feedback about their application experience, as Technical Support Specialist, you will play a critical role in the success of the project and respond to customer queries. In this role you will also identify customer needs, helping them use specific features and analyse and report application malfunctions. While interacting with customers, you may also identify potential new features, which should be communicated to the team owning the roadmap.
Your daily activities will include:
- Responding to project queries in a timely, accurate way, via phone, email, chat or customer service portal
- Identifying customer needs and helping customers use the application in the correct way
- Analysing and reporting application malfunctions (for example, by testing different scenarios or impersonating users)
- Updating our internal databases with information on technical issues and useful discussions with customers
- Sharing feature requests and effective workarounds with team members
- Informing customers about new features and functionalities
- Following up with customers to ensure their technical issues have been resolved
- Gathering customer feedback and sharing it with our technical teams
SKILLS YOU NEED TO HAVE
- High school/bachelor’s degree in Information Technology or a similar field
- Experience as a Technical Support Specialist or in a similar role
- Familiarity with technology such as Java and Javascript
- Experience using help desk software and remote support tools
- Knowledge of support metrics and goal establishment, such as Time to Answer, Time to Solve, SLA, etc
- Excellent communication and problem-solving skills
- Multi-tasking abilities
// Will be a nice plus if you have:
- Familiarity with the software industry
- Knowledge of testing concepts and processes
// Learn more about Web Development:
José Lopes, Project Manager
@Xpand IT
Working at Xpand IT has been a great experience with constant challenges and a variety of customers and exciting international projects.
Our core values (People, Excellence, Collaboration, Integrity) are more than words – we always have our doors open, and we can count with our colleagues. It’s just amazing what you can achieve when we work together for the same goals! Here “people matters” and that’s key!
