Senior Technical Support Agent

About Steady

Steady is a leading technology platform for property managers and owners of single-family rental homes. Steady offers a suite of tailored financial and insurance products that are designed to reduce risk for the owners and generate ancillary revenue for our property manager customers. Steady’s technology provides property managers with products that benefit their owners, while also giving them competitive differentiation to grow their businesses.

We take pride in our work and believe in cultivating a work environment that supports and values our greatest asset: our talented employees.

Job Description

Our company is searching for an experienced Tech Support individual to join our tech team in the country of Colombia.
This position is responsible for all aspects of advanced problem diagnosis, root cause analysis, communication and break/fix solutions with supporting documentation; including the ability to independently source and implement alternate work methods and/or solutions is paramount.

Reports To

● CTO

Responsibilities

● Handling customer technical support cases through phone and email submission
● Maintain and update ITIL Library of Support Procedures
● Maintain and update user account information and group permissions.
● Correspond with users and staff concerning issue status, resolution and task completion with little need for escalation.
● Collaborate with software analysts and development staff to test, troubleshoot and validate new software features.
● Assists in monitoring ITSM queue, verifying that issues are handled in a timely manner according to SLA guidelines; identifies trends with customer tickets; assists with escalated service tickets and complicated situations.
● Develops and assists with technical and operational solutions through collaboration with other technical services staff. Assisting with troubleshooting systems/infrastructure and computer root cause analysis by working with other technical services team members. Documents solutions and adds them to the published knowledge base. Reviews knowledge base entries for accuracy and makes updates as necessary.
● Attends meetings as required.

Required Skills

● Familiarity with ITIL Framework
● Familiarity with Atlassian Service Management Tools
● Experience with Process Design and Documentation
● Excellent Written and Verbal communication skills
● Intellectual curiosity
● English Proficiency

Desired Skills

● Experience with SQL
● Experience with Scripting Languages