Pivotree Looking for Senior Technical Support Analyst – Global Customer Support at Pune, Maharashtra Full Time

Introduction:
Our goal at Pivotree is to help accelerate the future of frictionless commerce. We will help lead this change over the next decade because we believe a future where technology is embedded intimately into all aspects of our everyday lives can benefit everyone and will shape the interactions with the brands we love. We will help shape the future of frictionless commerce by working together with some of the best brands in the world and some of the best people in the industry to leverage converging technologies that will make it possible to accelerate frictionless commerce faster than ever.

Pivotree provides services focused on the design, implementation, management, and maintenance of complex ecommerce solutions for large enterprises. We provide the technical skills necessary to enable the effective use of technologies combined with the business context to leverage a solution to solve our clients’ business challenges. We strive to fill the gaps in available technology with our own IP to reduce the barriers to adoption.

We enable inclusive, immersive and highly personalized experiences for our clients and their customers. We build our products with a view to productizing and scaling technology to lower the costs and reduce the risks of implementing and managing our integrated solutions. Each of our solutions starts with reliable and reputable e-commerce and MDM platforms, which run on enterprise grade infrastructure that are customized to meet a variety of client needs, situations, and budgets. Over the next 10 years we will add new categories and capabilities that will define frictionless commerce ecosystems.

This is a journey of technology acceleration combined with consumer readiness and adoption. We are looking for people capable of adapting relentlessly to the rapidly evolving world around us.

Position Summary:
Pivotree is looking for smart, passionate people who delight in helping other people. People that want to learn new things and share that knowledge. Fun, quirky, determined geeks that can talk to other people of all skill levels and help them understand a problem and show them how to fix it. Giving proactive information and going the extra mile to ensure everything is done right the first time are just the topping to the cake.

Role:
As a member of our Global Customer Support Team you will be the first point of customer support helping key commerce and commerce related applications critical to their business. A Senior Technical Analyst will be expected to work a rotating 12 hour shift.

Working beside other dedicated individuals you will support both cloud based and data centre based customers. You will help our customers with everything from answering general questions to responding to incidents related to our supported applications and infrastructure and everything in between.

All our Global Customer Support team members are passionate about helping people and are empowered to assist our clients in any way they can. We foster a strong sense of team and cooperation, building on each other’s strengths and filling in with different areas of expertise.

Pivotree promotes a “client first” mentality which helps us to provide an excellent experience for our clients that makes us different from other managed services companies. We are adamant about setting proper client expectations; then meeting or exceeding those expectations at every opportunity.

Responsibilities Include:

• 12 hour shift rotation, which will work out to 14 or 15 days a month.
• Serve as the first point of contact for customers seeking technical assistance over the phone or ticketing system
• Provide an escalation point to your Technical Analyst colleague
• Perform troubleshooting through diagnostic techniques and ask pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Direct unresolved issues to the appropriate specialized support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in tickets
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal teams
• Identify and suggest possible improvements on procedures and documentation
• Identify and manage inconsistencies in tools, such as the CMDB and monitoring tools
• Collaborate with other teams to keep client documentation current and accurate

Requirements:

• Proven experience in a customer support role
• 3+ of Linux administration experience – Certification nice to have
• 3+ of Windows administration experience – Certification nice to have
• 2+ of Cloud (AWS, Azure) administration experience – Certification nice to have
• 2+ of Network administration experience
• Ability to diagnose and resolve technical issues
• ITIL Fundamental certificate is a bonus
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• BSc/BA in IT, Computer Science or relevant field

Other traits we look for :

• A professionally adaptable attitude
• Ability to self direct and take initiative and lead on incidents
• A positive, people-oriented and energetic attitude
• An analytical, creative, and innovative approaches to solving problems
• An interest in working hard/being challenged in a fast-paced environment, and have fun while doing it
• Ability to work well with others, collaborate, and work across matrixed teams
• Willingness to take charge of situations or issues and drive them to conclusion

Pivotree is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible workplace.