Senior Technical Help-Desk / Developer
As a Senior Technical Help-Desk manager, you will work to continuously improve the performance and effectiveness of our software tools and services. This is a support-level position working with the back-end systems (databases, server environment and code) of the fusesport product. The role includes development, quality assurance and technical helpdesk responsibilities. The role works closely with more senior developers as part of an agile software development team.
You will have the opportunity in the medium term to grow into a management position as we build out our Global support centre.
Key responsibilities & duties:
· Receive, manage and resolve technical-level escalated customer service ticket escalations, focusing on software analysis and development
· Liaise between customer success and fusesport development for the implementation of major technical development items
· Receive, develop and deploy customer changes and customisation requests
· Work directly with the regional Customer Success Managers, COO and CIO to develop product improvement briefs to development and establish improved operational service procedures
· Ability to produce and lead co-worker training sessions to improve the overall knowledge base and service efficiencies on the technology
· Excellent organization skills are necessary to execute and track concurrent multiple customer requests
Academic or other qualifications
- Bachelors degree from one of the following fields: IT, computer engineering, software engineering, computer science.
- Knowledge of database and SQL interrogation and problem solving
- Working knowledge and/or exposure to a range of the technologies listed below:
o HTML, CSS, Javascript, SQL
o Classic ASP, Python/Django, React, Angular
o React Native, iOS native, Android native
Work experience and skills
· 3 years of working in IT and/or software development
· Detail minded
· Ability to bridge technical and business teams and “speak their language”
· Fast learner. Able to learn the basics of a new technology in days and have basic build competency within weeks
· Highly desirable: knowledge and experience in the successful technical support of a diverse and high needs customer base
· Highly desirable: understanding of how technology may be applied in a sport, recreation and event environment
· Highly desirable: experience bridging technical, product and business teams
· Desirable: multi-lingual
DNA
· Culturally and emotionally intelligent
· Self sufficient, progressive, agile
· A “will-do” ethos
· The ability to communicate very well, and be empathetic to the issues our staff, customers and their customers are facing
· Enjoy the socialisation of work and demand fun and enjoyment in the workplace
WHO WE ARE
We Really Believe in This Stuff
Everyday we get to be a part of something bigger than ourselves. Showing leaders in the sports industry how to grow, serve, and lead their company. Encouraging people to transition from running an event as their job to dream again. It's why we do what we do. Work that changes lives, work that allows our customers to relax a little, and breathe.
Work in Your Strengths
Our goal is to help position each team member in a role that plays to their strengths, that sets them up to shine...to win. Know yourself well enough to know what you do well, and just as importantly, what you don't.
Win or Lose as a Team
Our team openly collaborates to create remarkable user experiences that positively impacts lives. Everyone on the team is responsible for bringing new ideas, perspectives and solutions to the table. Starting with day one, we want your voice as part of the conversation. Collaboration does not equal positioning and pushing others off the ladder. Rather, collaboration has the ability to benefit your paycheck. As part of a competitive compensation package, we include a share of the business we do on the web. Our aim is to serve each other, and our customers well.
Have a Life
Life is important, and we want you to have one (feel free to add that to the list of employee benefits)! That's why our goal is to work HARD during the day, maximizing your time, while working very few late nights. If normal is missing family events and pulling teeth to get time off – then weird sounds good. See – our goal…is to be voted one of the BEST places to work!
About the Team
We're small… but a mouse can cause an elephant stampede, right? Despite our size, we have successfully taken on the giants in the industry.
We're a privately-owned and operated, rapidly growing organization comprised some tremendously talented folks who enable the world's sports and event delivery professionals to make a difference in their community every day.