Customer Support Specialist

September 11

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Jellyfish

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Your Platform to Perform

Digital Strategy • Search • Analytics • Integrated Campaign Planning • Design & Build

1001 - 5000

Description

• Troubleshoot customer issues and educate clients on features and workflows. • Manage incoming support requests and prioritize tasks. • Respond to customer questions and concerns, providing frontline support. • Analyze and diagnose problems with clients in virtual meetings. • Keep customers updated on the status of their requests. • Provide data for the Product Roadmap based on incoming requests. • Create detailed reports of technical assistance requests. • Assist in creating documentation and training materials. • Maintain deep understanding of the Jellyfish Platform and customer needs. • Work on side projects to improve processes and tooling.

Requirements

• Worked in a technical support role in the past and are an expert in the fundamentals of logical triage and debugging. • Direct experience with Jira and Git services and workflows as well as structural understanding of the basic software development lifecycle (SDLC). • Understand how REST APIs function, how to traverse JSON blobs, and a desire to learn more. • Knowledgeable of HTTP and potential causes of its response codes within web services. • Able to juggle multiple customer priorities with timely communication and have utilized escalation workflows in the past. • Detail-oriented, creative problem solver who knows the value of Googling when necessary. • People person. Able to maintain a calm demeanor with escalated customers. • Resourceful and self-driven. Hungry to learn. • Helpful and supportive; willing to dig in and help colleagues or customers alike solve problems with an empathetic approach. • Strong verbal and written communications skills. • Jr. Developer level with reading and writing Python • You know your way around a linux terminal • Knowledge of the Django Python framework • Experience diving into a PostgreSQL database with and/or are proficient with Django Shell+ • Basic understanding of AWS S3 • Have utilized tools such as Prefect, Honeycomb, Grafana, or Tableau