Job Responsibilities and Duties
● Collaborate with back-end developers and web designers to improve usability
● Get feedback from, and build solutions for, users and customers
● Write functional requirement documents and guides
● Help back-end developers with coding and troubleshooting
● Stay up-to-date on emerging technologies
● Deploy updates and fixes
● Provide Level 2 technical support
● Build tools to reduce occurrences of errors and improve customer experience
● Develop software to integrate with internal back-end systems
● Perform root cause analysis for production errors
● Investigate and resolve technical issues
● Develop scripts to automate deployments
● Design procedures for system troubleshooting and maintenance
● Provides quality customer support to drive customer satisfaction
● Documents technical issues and develops test cases to address similar concerns in the future
● Diagnoses and troubleshoots network, hardware and environment issues to avoid downtime
● Monitors cases and handles critical customer accounts
● Gives timely and relevant customer updates for cases being solved
● Works with teams to resolve problems
● Implement integrations requested by customers
