Firm Description
Eager Choice Methods was based to unravel the largest problem in advertising and marketing: connecting advertising and marketing spend to income. By deploying our Bayesian modeling suite, firms of any dimension get actionable insights into the place they’ll finest optimize their advertising and marketing spend to drive the enterprise outcomes that matter most.
Eager is completely different.
As a Inc. 5000 Quickest-Rising Non-public Firm and a Triangle Enterprise Journal High 10 Greatest Place to Work, we’re rising shortly. However our progress isn’t the one factor that differentiates us.
At Eager, we’re proponents of a Acutely aware Tradition. Acutely aware Tradition is a workforce constructed on objective. A Acutely aware Tradition implies that effort and time have been invested in ensuring that how our firm operates is as essential as our enterprise outcomes. As a result of we work smarter Monday-Thursday, we’re in a position to provide all staff a three-day weekend.
Job Description
What’s a Product Technical Assist Specialist?
At Eager, the Product Technical Assist Specialist is the conduit between Consumer Providers and Product Growth groups, creating confidence in our willingness and accountability to resolve any concern a person has within the product that we provide to the market. An issue solver and nice communicator, the Product Technical Assist Specialist works to translate person assist wants into actionable steps for the engineers in direction of decision and ensures additional proactive measures are taken in direction of stopping recurring assist wants.
What you’ll do because the Product Technical Assist Specialist
- Assist the Eager group by proudly owning the triage of any assist tickets and administration of the ticket transfers & progress till decision is in manufacturing and person notified.
- Design, doc and preserve the ticket escalation course of for person submitted assist tickets
- Personal tooling for assist desk ticketing system. Keep tooling and be sure that alerting is operational and scheduled for correct traffic-control in order that any important tickets are addressed in a well timed method based on our inside & exterior SLAs.
- Present suggestions to engineers in JIRA tickets after recreating the steps a person adopted and documenting any further context that can assist an engineer to resolve the difficulty extra shortly.
- Check the tickets’ decision supplied by the engineer as soon as the code is pushed into the event setting and both approve the transfer to the following setting or ship suggestions to the engineer for corrective actions.
- Personal a full circle strategy to ticket triaging to make sure the difficulty is correctly addressed and unlikely to reoccur. This consists of however isn’t restricted to, updating or including Confluence documentation to carry readability to product performance, writing Concept tickets for Characteristic Requests, and notifying QA of gaps in testing for bugs.
- Create and preserve Pendo tagging of latest and present options to research utility utilization and make the most of insights to establish alternatives for person training or function enhancements.
- Study primary product proprietor obligations to assist future profession path progress alternatives, together with topics reminiscent of writing person tales, scrum rituals design & that means, person suggestions evaluation
{Qualifications}
What Tech Stack will we primarily use for assist?
- JIRA, Confluence
- Pendo, Slack
- Github, AWS ecosystem, Postgres SQL Database, Figma
- Google Suite
What experience do the perfect Product Technical Assist Specialist for Eager have?
- The thoughts of & empathy for a power-user, and the strongest want to supply a UX that you’re pleased with.
- Skill to calmly prioritize and work on concurrent initiatives, actions and duties beneath time constraints
- Centered, organized and deadline-conscious people with a powerful consideration to element to establish, document, and prioritize points as they come up
- Robust want to work in a quickly increasing and fast-paced setting in an early-stage tech firm
- Skill to speak concepts in each technical and user-friendly language
- Wonderful problem-solving abilities
- 2+ years in Consumer Assist roles for software program growth orgs
- Bachelor’s diploma in Enterprise, Pc Science, Info Know-how, or equal expertise/certifications.
Extra Info
Advantages of Working with Eager:
- Eager is utilizing superior strategies and we’re trying to you to maneuver us additional ahead. You’ll have the chance to use your self to an fascinating and rewarding profession.
- Aggressive compensation bundle.
- Eager’s dedication to Acutely aware Tradition implies that: Our work week is Monday – Thursday. Your Friday is yours to make use of as you want.
- Totally distant work from anyplace inside the USA.
- Requires periodic journey inside the USA for in-person collaboration.
Have to be licensed to work in the USA. Sadly Eager isn’t in a position to present sponsorship presently. We hope to have the ability to accomplish that within the close to future!
Eager Choice Methods is an equal alternative employer dedicated to variety within the office. We consider certified candidates with out regard to race, shade, age, faith, intercourse, sexual orientation, gender identification or expression, marital standing, home associate standing, nationwide origin, genetics, incapacity, army and veteran standing, and different protected traits.