JUNIOR CUSTOMER SPECIALIST, SUPPORT(US)

About the Company

We design and market “FieldLogs,” an open Cloud, Mobile and Wearable platform used to digitize a wide set of enterprise technician-driven processes (Aviation, Oil&Gas, Asset Management, etc.). We are an SME based in Paris, France, India (Virtual) and Minneapolis, USA with mostly large international clients.

Our high-tech innovation in modern technologies is what makes us win. We are experiencing rapid growth internationally (USA, Europe & IN). See us at www.fieldlogs.com.

As a customer facing member of the team Support Technicians are an integral part of the success at Trekea Mobile, Inc. Support Technicians are responsible for monitoring support tickets created by the customers using our FieldLogs application and responding with a solution or routing to the relevant resources if no solution is known. This position will require someone who is both technical but also able to interact with non-technical users. It is both proactive and reactive in its nature. This position is a hands-on technical role that comes with working with an innovative team and a strong focus on goal achievement.

Job Responsibilities

• Monitor and acknowledge support tickets using a number of customer-provided support system
• Follow trained technical resolution procedures
• Record, Categorize and Prioritize support requests and incidents
• Forward/create tickets for the correct team based on the issues identified
• Adhere to all quality and resolution processes
• Identify repeat knowledge gaps and work with documentation to improve documentation content to close the gap
• Author knowledge articles for common customer support issues that fall outside of regular documentation
• Escalate advanced technical issues to appropriate resources
• Complete technical and customer service training as assigned
• Ensure all owned or created tickets are updated with accurate information

Your Qualifications, Skills and Education:

• Bachelor's in information systems, Engineering, Computer Science or similar degree with 1-2 years of relevant experience.
• Have the ability to work in fast-paced environment
• Have a strong desire to learn and grow your skills
• Have strong technical analysis and troubleshooting skills
• Have excellent oral and written communication skills, including the ability to interact effectively with customers and team members
• Ability to work variable schedules to include weekends, nights, and day shifts as required (we will work around your class schedule)
• Demonstrated commitment to customer service, incident ownership, follow-through, communication, and documentation
• Experience in Python, C++, React and Node.js would be a plus.
• Experience in Docker, Jenkins, etc would be an added advantage.

We offer a competitive compensation package depending on your profile. You will have a unique opportunity of being part of a young and fast-growing team where you can make your mark. This may include taking over and growing our service delivery for a marquee customer depending on your experience, skills, and drive. Compensation to be commensurate to your experience.

Trekea is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment at Trekea are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.