Customer Support Engineer (English and German) - $2,500/month

Are you a highly-motivated, dynamic support engineer, looking to advance your career by working for a top enterprise software company? If you are ready to join a team of highly skilled support professionals, have excellent language and technical skills, and want to work on cutting edge technology in a fast paced and constantly improving virtual support center of excellence - then this is the role for you.  

Aurea enables global enterprises to create transformative experiences for their end customers across a range of industries including retail, travel & hospitality, energy, life sciences, and insurance. Aurea products enable companies to build, execute, monitor, and optimize the end-to-end customer journey across multiple channels and touch-points to maximize growth through a superior customer experience. Aurea serves over 2,000 customers worldwide.

Total compensation: $30,000/year

Location: Global (remote)

40 hours per week

Key Responsibilities

• Own and resolve customer issues for our broad customer base of fortune 500 companies

• Support mission critical applications in various time zones

• Troubleshoot, diagnose and resolve customer issues independently, using available resources

• Reproduce issues from customers' description of the problem and/or from customers' code snippet

• Write a knowledge­-based article for every new issue you resolve

• Read and interpret product log files

• Attention to detail in analysis and CRM updates

• Communicate effectively with customers, including expectations for callbacks and follow­-up on their issues

• Manage difficult customers effectively and professionally, seeking help from senior staff or forums and other resources available to you as needed

• Log bugs with development team with clear and precise information, detailing how to reproduce the issue

• Utilize your language skills and demonstrate an increasing level of customer care skills

• Weekend on­ call coverage for production issues (after reaching the appropriate experience level)

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2. Required experience and education

• 3+ years of Customer Support experience

• Fluent in German and English (Oral and Written)

• Degree in Computer Science

• Database knowledge (ORACLE, MS SQL)

• Microsoft .net skills  (C#. ASP.net, WCF)

• Experience with troubleshooting Windows applications

• Knowledge and experience with troubleshooting Web technologies(?JavaScript, Html, SOAP, REST, JSON, AJAX)

• Familiarity with iOS Apps is an asset

• Must comply with our Data Security policy and provide their own computer

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2. This role may be a great fit if:

• You are a self starter who can work on own initiative

• You are a problem solver who thinks outside the box

• You like working directly with customers

• You are results driven – customers success is always front and center

• You thrive on working with complex and challenging technology

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2. We’re also one of the few legitimate companies offering high-paying jobs that are 100% remote, work from home. You never have to fight traffic to the office again and you have the freedom to choose when and where you put in your 40 hours to be most effective each week.
3. To qualify, please provide a resume/CV demonstrating the required experience and skills.  From there, to help us find the top 1% of talent, there will be a series of interviews and online skills examinations.  We realize these are challenging and can require a decent amount of time - so we thank you in advance for your efforts.  Please note that you will not be paid for these interviews or skills tests but we hope you will complete them to help us truly evaluate your talent vs your peers.
4. Are you up for the challenge?