SwoopTalent offers Talent Data as a Service infrastructure to the Fortune 500 as a multi tenant, Saas product.  We use AI powered algorithms, machine learning and leading UX to automatically create and manage big data lakes for big companies. Our infrastructure processes terabytes of data daily and supports thousands of users.  If you are excited about the future of data, AI and ML then we are the team for you.

Position Summary & Job Description
SwoopTalent's technical support team provide the highest level of support and service to Fortune 500 companies.  We take ownership of issues, solve problems quickly and engage closely with our much loved customers and users.

Responsibilities   

• Effectively question users to collect and understand information regarding the problem they are experiencing and leads user through diagnostic procedures to identify, isolate and resolve source of problem.
• Analyze customer problems and formulates plans to implement to obtain resolutions.
• Handle problem identification, research, isolation, resolution and follow-up for user problems.
• Interact with customers via telephone, e-mail, etc. providing technical support and problems solving abilities.
• Prioritize incidents and complaints to assure all SLAs are meet.
• Utilize all technical resources to solve customer problems.
• Escalate or work in tangent with appropriate support specialists or support groups on unresolved reported issues
• Maintain call records/logs and resolution detail utilizing case management solution, Service Now.
• Effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions.
• Communicate and provide knowledge transfer to other agents/technicians on escalated calls and resolution.

Skills and Qualification

• 1 to 3 years experience in developing, delivering technical solutions.
• Hand on Experience on Java, web technologies, JSON, Python,
• Experience on SQL/MSSQL.
• Experience on Linux/Unix.
• Strong logical, analytical and problem-solving skills.
• Facilitate communication between external clients and internal teams.
• Reproduce technical problems and help identify solutions.
• Replicate integration scenarios with variety of ecosystem software.
• Pro-actively seek opportunities to improve product capabilities and customer relationship.
• Drive resolution of customer problems from first awareness to final solution.
• Understanding of good design practices and technical solutioning.
• Ability to interact with global customers.
• Ability to create Knowledge documentation.
• Excellent Written and Verbal Communication Skills
• Ability to understand, articulate and manage customer expectations.
• Ability to work in a fast paced, ever changing, start-up environment.

As well as the chance to build award winning products at SwoopTalent, we offer you healthcare, paid vacation, team lunches, paid family leave, stock options and a fantastic team of colleagues.