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The Challenge Ahead
Aera is looking for a team player, self-learner, and enthusiastic person to be part of
our Customer Success team, for our cloud-based analytics application. The Support
analyst will become a member of the team that helps customers solve technical issues.
This is a customer-facing position requiring good communication skills, troubleshooting
and strong problem-solving skills.
Quickly learn the functional aspects of the Aera product line
Work on customer reported issues by interacting with various teams including
QA, App Development, Engineering and Product Management
Gather information systematically and efficiently perform root cause analysis
Track, and resolve support issues logged by customers and project team members
Test product and implementation features and document results
Communicate with customers on the status of issues and project items
Continuous monitoring of Aera application and resolving any issues with a
sense of urgency
Collaborate with the application developers who create the scripts to correct the
Exude a passion for technology and the cutting-edge solutions that Aera
Bring a positive, collaborative, team-oriented attitude to the office and your
customers every day!
What It Takes To Be A Match
Strong problem solving and troubleshooting skills with knowledge of support
Self-learner and eager to learn new software tools/technologies
Excellent communication (verbal and written) skills
Log analysis and performance troubleshooting
Experience with SQL and scripting languages PL/SQL, DB performance analysis
Knowledge or Experience with Application servers
Experience with Java/J2EE coding and development is considered a plus
Knowledge of the following tools is preferred: ZenDesk, JIRA, Confluence,
Note: This role will occasionally require on call support during the weekend.