Platform Support Analyst

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver collaborative daily support for business applications.

• Work alongside Platform Support colleagues to offer exceptional customer service and assistance to both internal and external clients concerning incidents, issues, and service requests.

• Provide support for the company's products and applications, including both web and desktop applications utilized within the organization.

• Oversee and manage urgent and complex support matters.

• Identify the root causes of issues and communicate findings to internal stakeholders appropriately.

• Utilize the Atlassian ITSM ticketing system to meet Service Level Targets.

• Communicate effectively and efficiently with the Platform Support team and other colleagues.

• Contribute to and assist in the preparation of Platform Support documentation.

⛳️ Requirements

• Proficient Windows user with experience in administration tools such as Scheduler, Event Viewer, and IIS.

• Strong problem-solving abilities and customer service skills are essential.

• Excellent ticket management and communication proficiency.

• A strong sense of ownership.

• A passion for customer service and enhancing the customer experience.

• Solid knowledge of scripting languages (e.g., Powershell, Python, C/C#, Go, Java, Javascript).

• Proficient in database querying (e.g., SQL, Elasticsearch).

• Basic understanding of web application architecture, including front-end, back-end, and APIs.

• Basic knowledge of cloud infrastructure is advantageous (e.g., Azure, AWS, Google Cloud).

• Basic familiarity with messaging brokers and queues is a plus (e.g., Kafka, RabbitMQ).

• Exceptional English communication skills, both verbal and written, with the capability to engage effectively with diverse audiences.

• Strong written and verbal communication, interpersonal, and presentation skills.

• Robust customer service and problem-solving capabilities.

• Ability to work cooperatively within a geographically dispersed team environment.

• Capable of effectively prioritizing tasks under pressure in a fast-paced work setting.

• Naturally inclined to proactively reach out and facilitate communication.

• Eager to learn new technologies, techniques, and tools.

🏝️ Benefits

• Competitive salary

• Flexible working hours

• Professional development opportunities

• Remote work options