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Level 1 Support Engineer

iovox

iovox

Customer Service, Operations
United States · Remote
Posted on Friday, December 15, 2023

Level 1 Support Engineer

Click here to view this position and apply via our LinkedIn posting.

About iovox

Our growing list of customers includes some of the most prestigious marketplaces and digital marketing businesses in the world such as AutoTrader UK, AutoTrader Canada, Zoopla, Idealista, Cars.com, BNP Paribas, Honda, Groupe La Centrale, Subito, REA Group and many others.

This is a remote position with the ideal candidate residing and able to work in the Eastern time zone. We are a multilingual company with a love of animals and music.

The Role

The main requirements for this role are to make our customers happy and to be willing to learn new skills and develop their knowledge of the platform.

Tasks Include

  • Making our customers happy (this is central to the iovox culture and philosophy)
  • Maintain technical proficiency with the iovox platform including new releases.
  • Acknowledge, troubleshoot, and resolve basic technical questions.
  • Perform daily customer account analysis to proactively identify potential issues.
  • Assist the product team in testing and evaluating new software releases.
  • Exhaust all avenues of troubleshooting prior to escalating a ticket to Level 2 or 3.
  • Fully research and document any tickets escalated to Level 2 or 3.
  • Operate as part of a team with goal of satisfactorily closing tickets as quickly as possible.

Essential Skills

  • Training or demonstrated experience in computer related fields.
  • Excellent verbal and written skills in English.
  • Familiarity with database queries and willing to learn MySQL and other databases.
  • Strong analytical and logical problem solving skills.
  • Experience with the Office 365 Suite.
  • Can be productive in a remote working environment.
  • Evidence of right to work in the United States

Preferred Skills

  • Fluency in other languages, such as Spanish, French, or Italian
  • Familiarity with computer languages including PHP and Python.

Perks of the Role

  • Excellent health care for individual and dependents
  • Matching 401K program
  • Generous holiday schedule with week off between Christmas and New Year.
  • Global company with employees in London, Paris, SF Bay Area, Madrid and Sydney so some travel may be periodically required.

Process

  • CVs by submission before January 8, 2024.
  • Initial interviews held remotely by invitation only.
  • Unfortunately, non-shortlisted candidates will not be contacted.