Broadvoice is hiring a
Technical Support II

Summary

Broadvoice is seeking an experienced Technical Support II to manage incidents related to data systems, support the Technical Support I team, create/improve documentation, and more. The role requires at least 2 years of experience in data operations, excellent critical thinking skills, and proficiency in various tools.

Requirements

• At least 2 years of experience in data operation
• Excellent critical thinking and problem-solving skills
• Meaningful experience with Microsoft SQL Server; pgAdmin 4; Power BI Desktop; Microsoft Azure Storage Explorer; Azure Data Studio
• Good understanding of SQL; M (Power Query); DAX (Analysis eXpression Language); APIs

Responsibilities

• Manage incidents and service requests related to data systems implemented by GoContact solutions
• Support Technical Support I team in every task that requires a deep knowledge of Data Management (i.e reporting / specific data technical knowledge)
• Create/Improve documentation that provides the means to perform quicker resolution times of issues our clients face
• Proactively identify and resolve blockers that make the Support Tier 1 team less agile on issues related to Data/Reporting
• Support Voice Support team members in Support Tier 2 in cross-domain tasks that require Data expertise
• Support Tier 1 and Tier 2 in topics that require Azure (Data Factory, Data Lake, and Active Directory), AWS, SQL, and Postgres expertise
• Work closely with the Management Team in co-creating value for internal reporting activities, using Power BI, Excel, and other data management tools
• Drive automation initiatives to create/improve internal tools/solutions and provide a better experience to our clients
• Support Data Engineers in internal projects that require knowledge and expertise in Support processes and client vision

Preferred Qualifications

• Self-motivated with the ability to work in a fast-moving environment
• Must be a team player with strong attention to detail and the ability to work independently

Benefits

Comprehensive benefits packages, including paid vacation and holidays