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Application Support Tier 1 Full-time Job

1 year ago Computing and ICT Cape Coral   401 views
Job Details

Hello! Are you ready to Work from Home and transform your career?

We're looking for an experienced and enthusiastic Application Information Tier 1 to join the engineering team at Modus. Want to help our client’s build awesome solutions to accomplish their goals and vision? Are you interested in working from home with some of the best talent on the planet? Then keep reading.

About You:

Your team provides global, world-class post-production support to every backend service, internal tool and legacy product that desires your assistance. You investigate errors and workflow blockers and escalate these issues to appropriate Engineering and Product teams for resolution as needed. You are a 1st -tier support team, facilitating escalations from Business teams to Engineering and Product. In addition, App Ops Support agents are encouraged to pursue projects outside of ticket handling which balance the following: benefit for the company; benefit for App Ops; benefit for the you. You are closely involved with the numerous internal engineering teams, providing bug reports, improvement requests, and occasionally contributing needed API endpoints.

You will also be responding to emails and incident tickets, maintaining issue ownership, responding to requests for technical support and manual quality assurance Translating technology concepts into business language for end user, identifying and documenting technical problems, ensuring timely resolution.

You will be developing resources and training materials for frontline support staff, maintaining incident SLA's and delivering on service agreements with internal teams, working with development teams to ensure adherence to business standards, investigating ways to improve current technology and business processes, engaging off-hours engineering resources with clear escalation goals.

You have knowledge of Google Suite (Excel, Word, etc.), be able to evaluate tickets and escalate issues as needed. You have excellent customer service experience and very strong communication skills and preferably basic coding knowledge.

Having overlap with your team is critical when working in a global remote team. Modus requires all team members to overlap with EST morning hours daily. In addition, reliable high-speed internet is a must.

Why Modus Create:

Our Benefits may vary according to the Country you are located in, so please reach out to our recruiter in case you have any questions.

If you become a contractor we offer:

  • Competitive compensation
  • 100% Remote work (could vary according to the client's needs)
  • Travel according to client's needs
  • The chance to work side-by-side with thought leaders in emerging tech

Do you have what it takes? Apply today!

About Modus Create

Modus Create is a digital product agency that accelerates digital transformation. We use high performing small teams, emerging technology, and “new school” product development tools and methods to accelerate business outcomes. We support our clients across four core delivery areas: business and product strategy consulting, customer experience, cloud services, and Agile software delivery.

Driven by a team of world-class talent, we have been recognized by the Inc. 5000 list of fastest growing private companies 5 years in a row, the Washington Business Journal list of Fastest Growing Companies in the Washington, DC area two years in a row, and a top company for remote work by FlexJobs. We’re also an official partner to Atlassian, AWS, Cloudflare, GitHub, InVision, Ionic Framework, and Vue.js!

Based on the model of an open source team, Modites work remotely, and are located across the globe. That’s allowed us to hire the best talent in the world, no matter where they live. Our highly collaborative, autonomous, and effective working environment is fueled by a team unified by a love of continuous learning. Our years of thought leadership including books, whitepapers, blog posts, conference and MeetUp talks, demonstrate our commitment to sharing what we’ve learned.

We encourage every Modus employee to do the same. Our company is a platform for the growth of our employees. Through working with our distributed team of experts on challenging projects, every person that joins the Modus team can expect to continue growing and learning every day. This is your chance to be part of building something great.

Company Description
The effects of digital transformation go beyond business and into the consulting industry itself. The old leaders in consulting cannot adapt to the speed of change in a digitally disrupted world.A new model of consultancy has emerged: outcome-focused, collaborative, and built for continuous, iterative improvement.Modus Create is founded on the principles of digital transformation. Each Modus engagement leverages a global team of top talent to work in high-performing teams and deliver amazing results. Our team wrote the book on distributed Agile. That's the Modus difference.