Web & mobile technical support analyst

You will work closely with Client Success and support them by providing Tier-2 client support for software technical issues and work with Engineering department to debug and resolve the issues. **RESPONSIBILITIES:** - Provide technical support to internal and external users including customer service teams as well as clients and partners - Communication and coordination of feedback and inputs to the development team, mostly based in India - Assist QA lead with QA activities - Troubleshooting technical issues with minimal support from the development team - Speaking to internal and external customers to quickly get to the root of their problem - Propose workarounds to customers when the fix will take time to be released - Providing timely and accurate customer feedback - Following up with clients to ensure the problem is resolved - Supporting the roll-out of new applications - Providing support in the form of procedural documentation - Managing multiple cases at one time - Testing and evaluating new releases - Propose new ideas and out-of-the-box solutions for a smooth operational process **REQUIREMENTS:** - Bachelor's degree in computer science or information technology - Work during the US hours (9 am to 6 pm central time) - 3 to 5 Years of experience with tech support for a web-based business application along with a Mobile interface - Working knowledge with Linux, Java, Java Script (React) My SQL, AWS - Proficiency in browser-based debugging, JSON format, REST API's, database queries and logs - Experience with remote desktop applications and help desk software - Experience in ticket management tools like Clickup, Jira, Trello etc. - Experience in texting and communication-based applications is a plus - Certifications in Linux, Java, Web development, AWS are desirable but not required - Experience in using AI tools for day-to-day tasks - Have a development mindset to quickly scale into a developer with minimal training - Attention to detail and positive problem-solving skills - Excellent interpersonal skills - Good written and verbal communication **COMPENSATION:** Market-rate salary commensurate with experience & skills (Textellent is a fast-growing, high-tech company with a unique, patented Personalized Texting service (US Patent 9,756,487). They have won awards from Gartner, Sourceforge, Software Suggest and others. Come join this exciting and fast-growing start-up and enter this evolving and exciting new field of business communication!) You will work closely with Client Success and support them by providing Tier-2 client support for software technical issues and work with Engineering department to debug and resolve the issues. **RESPONSIBILITIES:** - Provide technical support to internal and external users including customer service teams as well as clients and partners - Communication and coordination of feedback and inputs to the development team, mostly based in India - Assist QA lead with QA activities - Troubleshooting technical issues with minimal support from the development team - Speaking to internal and external customers to quickly get to the root of their problem - Propose workarounds to customers when the fix will take time to be released - Providing timely and accurate customer feedback - Following up with clients to ensure the problem is resolved - Supporting the roll-out of new applications - Providing support in the form of procedural documentation - Managing multiple cases at one time - Testing and evaluating new releases - Propose new ideas and out-of-the-box solutions for a smooth operational process **REQUIREMENTS:** - Bachelor's degree in computer science or information technology - Work during the US hours (9 am to 6 pm central time) - 3 to 5 Years of experience with tech support for a web-based business application along with a Mobile interface - Working knowledge with Linux, Java, Java Script (React) My SQL, AWS - Proficiency in browser-based debugging, JSON format, REST API's, database queries and logs - Experience with remote desktop applications and help desk software - Experience in ticket management tools like Clickup, Jira, Trello etc. - Experience in texting and communication-based applications is a plus - Certifications in Linux, Java, Web development, AWS are desirable but not required - Experience in using AI tools for day-to-day tasks - Have a development mindset to quickly scale into a developer with minimal training - Attention to detail and positive problem-solving skills - Excellent interpersonal skills - Good written and verbal communication **COMPENSATION:** Market-rate salary commensurate with experience & skills (Textellent is a fast-growing, high-tech company with a unique, patented Personalized Texting service (US Patent 9,756,487). They have won awards from Gartner, Sourceforge, Software Suggest and others. Come join this exciting and fast-growing start-up and enter this evolving and exciting new field of business communication!)