• Understanding the functionality of existing and new products which are developed at PallyCon.

• Ask customers targeted questions to quickly understand the root of the problem.

• Taking ownership of customer issues reported and seeing problems through to resolution.

• Researching, diagnosing, troubleshooting and identifying solutions to resolve issues

• Respond to customer support requests, primarily by helpdesk, e-mail, telephone and multiple tech support channels.

• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

• Provide initial scoping of customer technical issues and engage senior technical staff as required.

• Collaborate with developer and PO to troubleshoot complex environments, review logs and communicate detailed action plans.

• Provide prompt and accurate feedback to customers.

• Regularly follow up with customers with recommendations, updates and action plans.

• Resolve customer technical issues through diligent research, reproduction, and troubleshooting.

• Leverage internal technical expertise, including peers, mentors, knowledge base and other resources.

• Document case work accurately to ensure the correct level of detail is available for colleagues.

• Create new knowledge base articles which will be used for the similar cases.

• Prioritize and manage several open issues at one time.

• Maintain a good relationships with clients.

7+ years of tech. support experience

Strong customer service skills, Outstanding written and verbal communication skills.

Understanding of Android,iOS, Linux and web technologies

Hands-on experience of web debugging tools

Hands-on experience of Android Studio, Apple Xcode Project build, debugging and analyze log data

Logical approach to problem solving.

High aptitude for learning new technologies.

Strong customer service