Must-Have Skills:
1 Mobile experience Android + IOS familiarity, able to support developers with these platforms
2 Working with backend Servers, web experience PHP (Hack)
3 Experience on supporting products built for developers and or experience working on products that have internal customers
Nice-to-have Skills:
1 Larger companies experience such as Apple, Google, Microsoft
2 React experience
Summary:
The primary responsibility of a Technical Support Specialist is to provide technical assistance to UI Framework users, ensuring effective and transparent customer communication throughout the process. This role emphasizes analytical thinking and the implementation of scalable solutions for support, with a background in supporting enterprise products or internal tooling.
Job Responsibilities:
• Answer or triage user inquiries regarding UI Framework operation, utilizing analytical thinking to resolve problems and ensuring clear and effective customer communication
• Observe functionality to verify correct operations and detect errors
• Maintain detailed records of user inquiries, ensuring comprehensive documentation of resolutions
• Identify patterns in users' inquiries to improve documentation and influence the product roadmap, implementing scalable solutions for enhanced support
• Read technical manuals and confer with users to investigate and drive problems to resolution, maintaining open and transparent communication
• Leverage experience working on products support for enterprise products or internal tooling, contributing to the enhancement of support processes
Qualifications:
• Associate's degree in a computer-related field or equivalent training required
• Strong verbal and written communication skills, problem-solving abilities, and customer service and interpersonal skills
• Ability to work independently and manage one’s time effectively
• Proven track record of evolving support processes to better meet the needs of the user, with an emphasis on clear communication
• Experience with web software development, including familiarity with popular web programming languages (e.g., JavaScript, PHP, Python) and frameworks (e.g., React)
• Demonstrated analytical thinking skills and a commitment to implementing scalable solutions for efficient support processes
