About us
We aim to empower every innovative technology business in the world to do what they do best, even better. At Devtech, we accelerate innovation and technology roadmaps of global Telecoms, Cloud Service Providers, and Software Vendors by providing high-quality digital engineering services focused on development, integration, and migration.
As a team of 150+ with a presence in the USA, UK, Canada and EMEA we have a track record of helping our customers respond to change better and faster while relying on us as an integral part of their success. We have bootstrapped the business with no outside investments, we are profitable and cash-flow positive, and are now entering the next phase of growth.
Our culture is embracing change, pursuing growth, learning, and fostering an environment where we help each other. We are adventurous, creative, open-minded, and love what we do. We have big ambitions and are looking for people who want to help us achieve them.
What you’ll do:
As a member of the Professional Services Unit, you will be a part of a support team responsible to manage, configure and support the customer instances within cloud services platform. Your focus will be to provide the best customer service by reacting in a timely, helpful, and professional way to technical challenges as they arise, within regular daily CET working hours. Also, as Devtech is focused on learning and development, it will be expected of you to take active participation in company-wide knowledge sharing efforts, and promotion of security, quality and knowledge sharing culture across the company.
Key responsibilities:
- Managing and configuring the customer instances;
- Monitoring the customer instances and application layer to identify incidents/problems and resolve them proactively;
- Monitor the technical support queue and prioritize business-critical or urgent tickets;
- Providing technical support by responding to support requests through tickets;
- Provide high-quality customer service;
- Ensure uptime and resilience of service platform;
- Ensure that all requests and incidents are recorded, resolved, or escalated to the appropriate level;
- Taking ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
What you’ll need:
- Excellent customer service skills;
- Advanced Excel skills are desirable;
- Critical thinking skills to test and investigate application issues reported by customers;
- Team working skills to help other parts of the business with support enquires;
- Previous IT Service Desk experience is a plus;
- Experience with reviewing execution logs is a plus;
- Experience with scripting (in Python, Java Script, etc.) is a plus;
- Experience with PSA software, billing or accounting software is a plus;
- Excellent verbal and written communication skills in English.
What we offer:
- Development program (training & conferences, internal knowledge sharing)
- Outstanding referral bonuses
- Private health insurance and 100% paid sick leave
- 25 days of vacation
- Paternity leave – 15 days for new dads
- Reduced working hours for the first month after returning from maternity
- Mental health program
- English language courses
- FitPass.
