Nextuple - Product Support Engineer
3 weeks ago
Technical Proficiency :
- Basic understanding of the Nextuple technology stacks involved
- ELK (Kibana), Mongo DB, Kafka queues, Kubernetes (containerization)
- Knowledge of productivity software such as Microsoft Office suite, email clients, web browsers, etc.
- Ability to navigate and troubleshoot basic issues related to Nextuple tech stack and products
- Active listening skills to understand user issues and concerns accurately.
- Patience and ability to remain calm under pressure, especially when dealing with frustrated or non-technical users.
- Ability to explain technical concepts in simple terms to users with varying levels of technical expertise.
- Strong analytical skills to identify and diagnose technical problems effectively.
- Methodical approach to troubleshooting issues, including the ability to ask relevant questions to gather information.
- Capacity to follow documented procedures and workflows for issue resolution.
- Resourcefulness in finding solutions independently or escalating complex issues to higher support tiers when necessary.
- Ability to manage multiple tasks simultaneously and prioritize them based on urgency and impact on users.
- Efficient time management to ensure timely resolution of support tickets within established service level agreements (SLAs).
- Understanding of knowledge management systems or ticketing platforms to maintain accurate records of support interactions.
- Collaboration skills to work effectively with other members of the support team, as well as with colleagues from different departments.
- Willingness to share knowledge and best practices with peers to improve overall team performance.
- Ability to adapt to evolving technologies and changing support processes.
- Eagerness to stay updated with the latest IT trends, tools, and techniques through self-study, formal training, or professional development opportunities.
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