Technical Customer Support IC2 - (Work From Home)

IMPORTANT NOTE:
Copy and Paste the Link below in the browser to generate the application form:
https://forms.gle/UwbRCBTnF6WVuuRP8

Rate: $4.50/hr, and earn 45,000 PHP +/month.
Schedule: Monday - Friday 8:00 am - 4:30 pm EST with 30 min unpaid lunch and two 15-minute paid breaks.

RESPONSIBILTIES:
Provide Technical Support to Customers:
- Diagnose and resolve moderately complex issues related to web development, deployment pipelines, and platform configurations.
- Assist customers with troubleshooting errors related to static site generators (e.g., Gatsby, Next.js), serverless functions, and CI/CD workflows.
- Provide clear, actionable guidance to customers, ensuring they feel supported and empowered.

Collaborate and Escalate:
- Collaborate with cross-functional teams to address recurring issues and propose process or product improvements.
- Escalate advanced technical issues to senior team members or Engineering with detailed documentation to ensure timely resolution.

Contribute to Knowledge Resources:
- Create and update customer-facing documentation, troubleshooting guides, and FAQs to enhance self-serve resources.
- Maintain and improve internal resources to streamline ticket resolution and onboarding for team members.

Participate in Team Initiatives:
- Contribute to projects aimed at improving support workflows, developing new tools, or enhancing the customer experience. - Provide feedback on platform improvements and feature requests based on customer trends and experiences.

QUALIFICATIONS:
- 2+ years of experience in a technical support or customer-facing technical role, with hands-on experience using the Netlify platform.
- Proven ability to deploy and troubleshoot personal or professional projects on Netlify, including static sites and serverless functions.
- Familiarity with modern web development technologies, such as HTML, CSS, JavaScript, APIs, and static site generators (e.g., Gatsby, Next.js).
- Experience with version control systems like Git and knowledge of CI/CD workflows.
- A problem-solving mindset with a proactive approach to identifying and addressing customer challenges.
- Strong written and verbal communication skills, with the ability to explain technical concepts to diverse audiences.
- A collaborative and team-oriented attitude, with a passion for delivering exceptional customer experiences.

GOOD TO HAVE QUALIFICATIONS:
- Knowledge of DNS, CDN configurations, and basic cloud hosting concepts
- Experience debugging and resolving common issues with third-party integrations (e.g., OAuth, API configurations).
- Familiarity with analytics, A/B testing, or performance optimization tools for web applications.