Become a digital, integral citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work.
About You
As a Technical Support Analyst, you are an experienced and detail-oriented person capable of integrating product knowledge, research, and testing to answer complex questions about product behaviour and provide end-to-end solutions to permanently fix the issue. You will assist customer teams and other team members in understanding how customers can achieve desired outcomes using the product as it exists today. The output of your efforts could range from FAQs and knowledge base articles that describe to customers how to operate the product to achieve selected outcomes to end-to-end coding solutions for the issue reported.
What you'll do and how you'll have an impact
- Oversee resolution of technical issues coming from channel partners and ISVs, including high-urgency issues requiring Engineering assistance.
- Fix and deliver the customer issues that need development efforts.
- Be a liaison between the customer-facing teams and the Product and Engineering org for management and resolution of all technical questions and issues.
- Maintain detailed documentation ranging from Knowledge Base articles to live to log incidents for post-mortems.
- Work closely with Channel Managers and Technical Account Managers on training and oversight for resolution of channel technical support requests.
- Serve as either primary or backup on-call for urgent channel issues at all times.
- Ensure SLA obligations with channel partners are observed and met by other team members; escalate as necessary using judgment and discretion.
- Assist channels in optimizing their
📌 Technical Support Analyst (Buenos Aires)
🏢 Appdirect
📍 Buenos Aires
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