Push Technology (www.pushtechnology.com) is trusted by leading brands worldwide to manage and optimize delivery of data around the world to their web, mobile, and IoT application data. Diffusion does the complex work to provide real-time data – reliably, globally, and at scale and speed.
We develop and reward people who have the drive and motivation to make a significant contribution to the continued growth of our business. We hope to provide a culture of accountability, challenge and opportunity and encourage a spirit of collaborative, creative and fresh thinking. We want everyone to contribute and add value by turning their own skills, strengths and interests into results.
We strive to be a place that people want to work and want to work hard. With great benefits and an already impressive international team of Technology experts, we want to bring on new team members that have passion, drive, innovation and leadership, just like our products.
Diffusion is an innovative real-time data platform. Following a recent £10M investment round, the Diffusion development team is growing and there is a wealth of new feature development on the road map.
We are looking for a competent Application Support Specialist to provide timely and effective technical assistance to customers of our Diffusion product and services. The goal is to create value for clients that will help grow the company’s reputation and customer base. The right candidate will be able to provide the best quality customer experience for every person interacting with Push Technology.
The primary duty of the role is responding to user queries and help requests, which can arrive by email, through the IT help desk tools, or over the phone. The Application Support Specialist gathers information related to incidents or issues, then determines the root cause of the problem and devises solutions to resolve the user’s issue. They also manage the flow of incoming support requests and escalate issues to responsible Engineering teams. These escalations usually include notes related to the problem, records of unsuccessful solutions, and any data they have gathered related to the user’s problem. They will also be responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLAs and internal targets.
You will become an expert in our systems and, as an Application Support Specialist, you will also perform root cause analysis, develop checklists for typical problems, and recommend procedures and controls for issue mitigation. This position will support external software developers and development teams creating their own products for servers, browsers, mobile apps, and the Internet-of-things (IoT). An excellent Application Support Specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with complex customer issues.
If you have the skills, knowledge, and enthusiasm, we will provide a mixture of self-driven and on-the-job training as well as a career mentor to give you the support to succeed and grow.
A “customer first” approach to delivering high quality service is essential. Application Support Specialists are public faces of our company.
Ability to grasp the technical issues that developers may be having with our products and services is required. We will provide training on our specific tools, but a tech-savvy mindset is essential.
In addition to the above it would be advantageous for candidates to have some knowledge of the following: