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Technical Product Support Specialist

Прямой работодатель  Esprow ( www.esprow.com )
Санкт-Петербург, Россия
Миддл • Сеньор
Информационные технологии • Техническая поддержка/Helpdesk • Банковская и страховая сфера
30 июня 2020
Удаленная работа • Работа в офисе
Опыт работы от 3 до 5 лет
Работодатель  Esprow
Описание вакансии

Main Responsibilities

  • Acting upon clients’ support requests (by email and rarely web meetings), following up with the project manager and development team, and liaising with the clients once they are resolved;
  • Investigating support requests raised by users, often related to messaging APIs, protocols, TCP connectivity, Java VM and Windows environment settings, XML dictionary files, and many other aspects of our applications;
  • Provide internal departments and management with customers’ feedback.
  • Participate in client demonstrations and training sessions (in some cases if required in the North American East Coast time zone (15:00 – 00:00 MSK) – by ad hoc requests, for ongoing support there is the dedicated specialist for it);
  • Contribute to improving the product documentation, and to building the company’s internal knowledge base by creating articles in Confluence, about the company procedures and products (development, testing, release, client on-boarding)
  • Carrying out testing of new product features and liaising with the project manager and development teams to resolve issues before release to clients.
  • Managing the on-boarding of new clients by setting up their product download areas and supporting them by email during the product deployment phases.
  • Issue and manage product licenses to users.

Skills and Qualifications:

  • Upper-intermediate (or higher) English writing skills, including email etiquette.
  • Readiness to know all the details about Product functional and non-functional requirements, complex use-cases and workflows.
  • Technical experience and knowledge, including Windows, databases (SQL), networking and messaging (OSI model, TCP, UDP, request/reply, subscriptions, message structure, fields and values), XML, Java VM
  • Ability to clearly explain complicated procedures in a simple and understandable manner.

Would be a Plus:

  • Customer support related experience.
  • Experience with the FIX Protocol.
  • Experience with leading or actively participating in technical walkthroughs and client demonstrations.
  • Experience with PC system administration.
  • Bachelor's/College Degree, Computer Science/Information Technology or equivalent.

Would be great if you are:

  • A mature person who can be trusted and who will genuinely care about their job and responsibilities.
  • Patient and understanding when helping new users familiarize with our products.
  • Able to work independently, proactively, and under pressure against multiple deadlines.
  • Self-starter, i.e. motivated and able to take the initiative without waiting to be told what to do.
  • Exceptionally attentive to details and able to think outside of the box.
  • Able to learn how to use new software quickly and a genuine enthusiastic for technology.
  • Someone who can bring external knowledge to the team and continually seeks to improve themselves.
  • Good in planning

Benefits You Will Enjoy:

  • Completely official employment in accordance with Labor law
  • Salary stated and calculated in USD
  • Excellent compensation package
  • Five-days working week with flexitime 
  • Annual salary review.
  • Yearly Bonus.
  • Subsidized company lunches.
  • Free English lessons.
  • Free snacks bar.
  • Excellent career path in a fast-growing technology company within global markets.
  • Opportunity to work in our nice office in St Petersburg (m.Vasileostrovskaya) or remotely in case you are located in other city

Degree of Autonomy & Level of Authority

Working under the supervision of the Project Manager and able to undertake the necessary work very much independently once it’s scoped out. We have a flat hierarchy where everyone gets involved with different aspects of the technology and is free to voice their opinion.