Engineering · Full-time · Piedmont, Italy
ProcessMaker is looking for a highly energetic and passionate engineer that enjoys resolving customer technical issues in a timely and concise manner, suggesting and implementing changes that are needed in order to provide an excellent customer service and deliver a powerful workflow and BPM technology to improve customer’s business.
Responsibilities
Provide technical support to ProcessMaker customers.
Complete proper follow-up to tickets that require scaling or multi-area interactions
Guarantee the flawless execution of the ProcessMaker Support Procedure for ticket resolution.
Deliver a high quality customer experience for ProcessMaker global client portfolio.
Essential Functions
Communicate and solve customers' problems via phone, email, live chat and face-to-face meetings
Respond to customer queries in a timely and accurate way, via the Support Portal and/or phone.
Identify customer needs and help customers use specific features.
Analyze and report product malfunctions (by testing different scenarios or impersonating users).
Monitor ProcessMaker Cloud Server performance/availability.
Escalate critical issues on ProcessMaker Cloud server to the CloudOps team.
Identify, troubleshoot and escalate bugs to the Engineering Teams.
Fulfill adequately customer-specific SLA conditions, escalating and engaging pertinent company resources until reaching a successful ticket resolution.
Follow up with customers to ensure their technical issues are resolved.
Gather customer feedback and share it with our Product, Sales, and Marketing teams.
Identify customer needs and escalate to Customer Success and Professional Services Teams.
Minimal Qualifications
Bachelor in Systems Engineering, Information Technology, or related fields (or equivalent experience).
Advanced English Communication skills
Proficiency with Linux, PHP, JavaScript, and MySQL/SQL Server databases.
Competence with Linux and Windows web server deployment: Apache, Nginx
Preferred Qualifications