Panaya
As a member of Panaya’s Support team, your goal will be to provide fast and friendly world-class support.
We are looking for a customer-oriented person with superior communication skills and proven technical background.
Panaya’s Support team plays a key role in the organization, as we strive to become a leading provider of SaaS-based services.
Responsibilities
- Maintain ownership of support requests until resolved; collaborate with other teams as needed and set customer expectations.
- Provide problem analysis and resolution for Panaya’s remote customer base.
- Ensure support requests are handled in a timely manner and escalated if necessary.
- Become a subject matter expert in Panaya’s SaaS products (on-premise installation components and cloud components)
- Provide accurate and timely feedback for purposes of measuring, tracking, and driving continuous service and product improvements.
Requirements:
Professional
- Bachelor’s degree, with a minimum of 2 years of technology experience (Computer Science, Information Systems, or related fields)
- At least 3 years of experience with customer support or customer service in software companies
- Technical knowledge and hands-on experience with Testing platforms / SAP / Oracle / Salesforce applications
- Experience in understanding and reading logs, and traces, and building basic SQL queries
- Strong Windows workstation/servers OS knowledge
- Internet security and networking knowledge
Personal
- High level of serviceability and customer orientation
- Strong analytical, troubleshooting capabilities and problem-solving skills, strong attention to detail and self-motivation
- Work effectively under high pressure in a business-critical environment
- Good understanding of software development processes
- Excellent multitasking skills and ability to prioritize tasks
- Superior communications skills
- Process-oriented
- Ability to travel to customer sites if required
- Team Player
- Motivation to learn and grow with strong self-learning capabilities
- Ability to see beyond regular ticket resolution and provide both process and product insights
Advantage
- Experience working with R&D and/or Sales
- Experience working with Testing applications – Major advantage
- Additional languages (Spanish, Portuguese, French, German)
Working days: Mon – Friday
To apply for this job please visit www.panaya.com.