Job Description :
Technical Support- IT operations and support
AlertOps is a SaaS based incident management platform that helps IT Ops and DevOps teams manage and optimize their alerts from various monitoring systems to greatly reduce alert fatigue and Mean Time to Resolution (MTTR .

This is an excellent opportunity for an energetic, and organized team player to get in on the ground floor with a fast-growing SaaS company.

We are looking for a candidate with Technical Support experience providing phone, email and chat support to business clients.
Responsibilities
Handle incoming support requests from customers and prospects through various channels, such as live chat, email and phone
Educate/train/consult and on-board a wide range of clients and users on how to fully and proficiently use various features of AlertOps in the most effective way to fit their specific needs
Serve as a resident product expert and maintain exceptional knowledge of the product as we continue to add new features
Identify/troubleshoot and document priority issues for escalation and communicate relevant information to the appropriate parties
Contribute to team KPIs by improving average response and resolution times, as well as customer satisfaction ratings
Work with the product team to discuss/document product enhancement requests coming from customers
Writing user documentation and instructions
Learning how to configure and test our software products
Provide product demos for prospective and current customers


Ideal Candidate

Emphasis on attention to detail.
Excellent customer service skills.
Team player - and a self-starter, fast learner!
Solid understanding of basic computer functions and ability to teach and train others.
Strong verbal and written English communications skills
Ability to communicate effectively over the phone, online as a presenter and in writing.
Excellent organizational, problem solving and communications skills
Ability to work independently and balance multiple priorities.
One or more years of experience in a customer service or support environment.
Customer oriented: you "own" the customer''s problems and can solve inquiries effectively and efficiently

Strong research and analytical skills to collect information, troubleshoot and document issues.
Knowledge and experience with IT operations and support preferred
Experience supporting SaaS applications preferred.

Client : AlertOps.com