Junior Customer Support Analyst
Grid Dynamics International, Inc.
- Buenos Aires
- Permanente
- Tiempo completo
As a summary, here you have the most important requirements so you can check if you are a good match.
Please, read it carefully: Understanding support process (SLAs, priorities, escalations).
Ability to reproduce and document issues in Jira, and, read and follow the documentation in Confluence.
Something that is really desired and will make the difference: Some knowledge about infrastructure monitoring (Zabbix, Graphana, Kibana, ElasticSearch - or similar) Some experience supporting websites (with cloud or on-premise infrastructure).
Ideally, an e-commerce website, but any type of website with large user base can work.
Essential functions The Customer Support Analyst provides "Global Watch" support.
Responsible for day-to-day operational activities.
Able to provide email responses to customer and participate in client calls Maintains JIRA entries Contacts 3rd parties where appropriate Escalates to/liaises with internal teams (e.g. Dev, Infra) Participate in daily shift handover activities Demonstrate the ability to interrogate CSA Reporting Boards Participate in 24x7 rota for initial issue management (escalation path to level 2 infrastructure engineer) Maintain and enhance tooling Continually question the daily processes, tools, monitors and alerts with a view to recommending improvements Help to prepare monthly Service reports for customers Assist in the preparation of Post Mortem reports Qualifications Key skills are willingness to provide client comms, maintain documentation (especially JIRA) and good people skills - they may need to run the weekly internal ticket meeting on occasion.
Some familiarity with eCommerce operation and monitoring tools is required.
The candidate will need to be aware of some of the following platforms and technologies: Hybris / GCP Hybris / AWS Also be familiar with the following supporting tools or have experience using similar ones: JIRA Confluence Kibana/OpenSearch New Relic Dynatrace Would be a plus eCommerce certification (or working towards) Understanding monitoring concepts (metrics, logs, traces) and golden metrics Basic understanding of how web applications work Basic understanding of infrastructure concepts We offer Flexible working hours (full-time).
One "Flex Day" off per month.
10 business days of vacation.
Swiss Medical health coverage.
Permanent contract with salary reviews every four months (PESOS ARG).
Access to Udemy and Platzi for professional training.
Employee Assistance Program (financial, nutritional, psychological support, etc.).
Fully covered English classes during working hours.
Discounts on Club de Beneficios and Samsung products.
Birthday day off.
About us Grid Dynamics (NASDAQ: GDYN), is a leading provider of technology consulting, platform and product engineering, AI, and advanced analytics services.
Fusing technical vision with business acumen, we solve the most pressing technical challenges and enable positive business outcomes for enterprise companies undergoing business transformation.
A key differentiator for Grid Dynamics is our 8 years of experience and leadership in enterprise AI , supported by profound expertise and ongoing investment in data , analytics , cloud & DevOps , application modernization and customer experience .
Founded in 2006, Grid Dynamics is headquartered in Silicon Valley with offices across the Americas, Europe, and India.
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Grid Dynamics is an equal opportunity employer.
We are committed to creating an inclusive environment for all employees during their employment and for all candidates during the application process.
All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on, age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category.
All employment is decided on the basis of qualifications, merit, and business need.
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