Background:
Our product (Bookmap) is a desktop application for Windows. It’s a sophisticated data visualisation system and a trading platform. The core of Bookmap is Java. For rendering purpose Bookmap utilizes GPU using OpenGL. Updates are released relatively often, around 1 update per week.
We are looking for a person who have strong technical background with computers in general, and specifically with Windows OS. Your skills should also include:
— Must be an advanced troubleshooter
— Good written English level and some spoken English level
— Good communication skills
— Ability to learn new software and technologies
Must be responsible and responsive.
We offer competitive salary, friendly and professional working environment, ability to work remotely, experience in exciting areas of business and technology. Also, being part of a startup opens various opportunities for professional growth. Depending on your willingness and area of expertise you may be also involved in other activities such as system administration, QA, development, project management, system security, etc.
It’s a full time position with standard working day that starts according to your preference at
The responsibilities include handling all types of support tickets, assisting our customer support in US with issues that require deeper technical knowledge, working closely with the Administration, Product and Development teams to keep track of common customer issues.
— Resolve new and complex issues and drive product improvements to keep customers happy. You will also be responsible for ensuring that Customer Support is ready to provide support for new features at the time of release by sharing knowledge and conducting product and technical training sessions. You will work closely with Product and Development teams to share customer insights, and help prioritise features and bug fixes.
— Identify tickets that are bugs and those that are related to specific client’s system.
In case of a bug in our product you will need to report it to our developers team, provide relevant information, and a way to reproduce the bug. If possible, find a temporary workaround for blocking issues.
In case of client’s system issue, you will need to help clients to solve it. For example, install drivers, update the system, reinstall our software, configure antivirus/firewall (if this is the cause of the problem), etc. If necessary, you will need to perform those tasks with a remote connection to client’s computer.
Our software is a sophisticated trading platform, used by professional traders and banks (mostly from US and Europe).
The website of the software: bookmap.com
The relevant tools for this position are: Zoho support system, aMember, Jira (for submitting bugs), TeamViewer, proprietary licensing system, and more.