Workstream Purpose

The purpose of the Client Support team is to be the first line of interaction with clients on a day to day basis. We assist clients with their queries, and provide the level of support required to fulfill our mission to be a leading service provider.

We are one of the client’s most frequent points of contact, and therefore we have a huge part to play in the continued positive image and service reputation of amazee.io in the market.

Responsibilities

• Own all first level support interactions with customers (24/5)
• Provides During-OfficeHours Customer Emergency phone support
• Escalation processes to Platform / TAM / Lagoon / Sales / Billing / Service Delivery
• Documentation for support processes
• Assisting platform / lagoon documentation
• Coordinates with Platform Ops Team for escalation of platform issues
• Monitor and report on common support issues
• Management of support tooling eg. Halp, JIRA service desk
• Documentation for the amazee.io hosting platform

Roles

Client Support Engineer