rippling
Associate DevOps Support Engineer
Copado
Bengaluru, IND
Full-time
Entry
Onsite
Discovered 3 weeks ago
CopadoSalesforceAPIsXMLSQLGit
Free
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Role Overview
In this dynamic, high-touch role, you will serve as the primary first line of contact for our users. You will manage incoming voice calls and direct traffic to ensure customers quickly get to the right technical resource. You will handle quick fixes yourself while cleanly routing tougher technical issues, following up relentlessly to ensure every problem gets resolved. You are the ultimate traffic controller and problem-solver for a fast-paced DevOps environment.
Key Skills for This Role
CopadoSalesforceAPIsXMLSQLGit
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Job Summary
In this dynamic, high-touch role, you will serve as the primary first line of contact for our users. You will manage incoming voice calls and direct traffic to ensure customers quickly get to the right technical resource. You will handle quick fixes yourself while cleanly routing tougher technical issues, following up relentlessly to ensure every problem gets resolved. You are the ultimate traffic controller and problem-solver for a fast-paced DevOps environment.
Key Responsibilities
- Manage Voice Calls & Traffic: Serve as the front line for inbound customer voice calls, directing traffic and managing queues in accordance with customer agreements.
- Rapid Response Triage: Answer incoming support queries with a strict, high-energy goal to get the customer connected to a human within 10 minutes.
- Troubleshoot & Resolve: Use technical knowledge to actively diagnose technical problems, answer questions, and suggest workarounds related to the Copado platform.
- Escalate Accurately: Identify, categorize, document, and escalate complex problems to the right internal experts according to procedure.
- Own the Customer Experience: Manage expectations and communicate in a way that results in high satisfaction, ensuring issues are genuinely fixed.
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