Position Overview:

The Technical Support Representative is responsible for providing
superior customer support, issue diagnosis and resolution to both
iLoop Mobile customers and employees.

Reports to: Director of Customer Support (U.S.)
Secondary Report: Director of Delivery (Krakow)

Essential Job Functions:

o First line of customer support and interaction with iLoop Mobile
customers for general support questions and diagnosis of issues
reported with software.
o Provide internal technical support to Sales, Account Management and
Delivery teams.
o Provide resolutions to issues reported or report through the
ticketing process and follow through with customers to ensure
satisfactory resolution.
o Identify situations where customers need a managed service as
opposed to software as a service and handle as appropriate.
o Document solutions in ticketing software for future reference.
o Other duties as assigned

Requirements:

o Minimum two years of experience providing technical support for a
software as a service (SAAS) platform
o Ability to scan and understand application logs
o Experience with managing support cases
o Knowledge of HTML, CSS, SQL, JavaScript, Java, Bash and Excel
o Knowledge of Linux
o Bachelor's degree or higher in Information Systems or related field
from an accredited university or equivalent work experience.
o Minimum two years customer service experience
o Strong verbal and written communication skills (English)
o Availability weekends for "on-call" Priority 1 or Priority 2 related
issues
o Proficiency in Jira, Salesforce and iWiki is highly desirable

We offer:

*Participation in interesting international projects, which are based
on close co-operation of the project team and clients
* Access to the latest knowledge in the field of mobile marketing and
innovative technologies
* Ability to expand skills according to the agreed individual plan for
professional development
* Possibility to develop knowledge and gain experience in
international environment
* A friendly working atmosphere
* The opportunity to work within a vibrant and dynamic team
* Attractive social benefits package

Please kindly note we will only contact chosen candidates.

To apply, send your resume to k...@i...com with the
subject:
'Support Engineer'

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