Job Description
Growe is seeking a Technical Support Agent to join their team. The role involves working closely with business and technical teams, monitoring system performance using Grafana, diagnosing incidents with OpenSearch/Elastic Search, and managing support tickets in JSM/Jira. Candidates should have at least 1 year of experience in customer or technical support, upper-intermediate English proficiency, and strong communication and problem-solving skills.
Good To Have:
- Experience as a QA.
- Experience with OpenSearch/Elastic Search and Grafana.
- Excellent verbal and written communication skills.
- Teamwork skills with the ability to work independently within the area of responsibility.
- Analytical thinking and a proactive approach to problem-solving.
Must Have:
- Work closely with business units and technical teams to clarify requests and track task progress.
- Monitor Grafana boards to assess system performance and detect potential issues.
- Leverage OpenSearch/Elastic Search for diagnosing and conducting root cause analysis of incidents.
- Record incidents in JSM/Jira in compliance with established workflows.
- Handle support tickets, ensuring they are updated regularly and resolved promptly.
- Escalate incidents when required, adhering to internal protocols.
- Draft and deliver notifications about scheduled or unscheduled technical activities.
- 1+ years of experience in customer support/technical support.
- English proficiency from Upper-Intermediate level.
- Proficiency in Atlassian Jira (ticket management).
##### Growe welcomes those who are excited to:
- Work closely with business units and technical teams to clarify requests and track task progress;
- Monitor Grafana boards to assess system performance and detect potential issues;
- Leverage OpenSearch/Elastic Search for diagnosing and conducting root cause analysis of incidents;
- Record incidents in JSM/Jira in compliance with established workflows;
- Handle support tickets, ensuring they are updated regularly and resolved promptly;
- Escalate incidents when required, adhering to internal protocols;
- Draft and deliver notifications about scheduled or unscheduled technical activities.
##### We need your professional experience:
- 1 + years of experience in customer support/technical support;
- English proficiency from Upper-Intermediate level;
- Experience as a QA will be beneficial;
- Experience with OpenSearch/Elastic Search and Grafana - will be a plus;
- Proficiency in Atlassian Jira (ticket management).
##### We appreciate if you have those personal features:
- Excellent verbal and written communication skills;
- Teamwork skills with the ability to work independently within the area of responsibility;
- Analytical thinking and a proactive approach to problem-solving.
##### We are seeking those who align with our core values:
- GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;
- DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;
- BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.
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