Technical Support Agent

Toluna delivers real-time consumer insights at the speed of the on-demand economy. By combining global scale and local expertise with innovative technology and award-winning research design, we help clients explore tomorrow, now.

To complete our Support team based in Timisoara and support our growth in Europe, we are looking for a Technical Support Agent.

The primary role of the Technical Support agent is to provide support for a variety of Toluna Digital products. The ideal candidate would have client/ user support experience, SQL skills as well as excellent communication and organizational skills.

Responsibilities:

• Work with the global support team to identify advanced client problems, reproduce issues and propose solutions;
• Take care of tickets received through our ticketing system from A to Z including internal users communication
• Analyze application logs and database records to identify common trends and underlying problems;
• Use internal task and issue tracking system (JIRA) to escalate more serious problems and work with R&D team to troubleshoot them;
• Update/create processes and documentation for recurring issues and also be involved in development of scripts/tools for improving workflow to exceed SLA requirements;
• Represent the support team when interacting with other departments or clients;
• Training other team members on support related tasks and investigation techniques;

Required skill set:

• Must possess excellent verbal and written communication skills;
• 2+ years’ client facing or support experience
• TSQL & MYSQL skills or a strong appetite to learn
• Planning, logical thinking, time management, verbal/written communications, decision making and organizational skills;
• Ability to operate under minimal supervision in a high pressure/fast-paced environment;
• Flexibility to change and quick to adapt.

 Nice to have:

• Bachelor’s Degree or equivalent experience.
• Experience with back-end/database programming is a plus;
• Experience working with APIs and Postman (or similar);
• Familiarity with AWS platform;
• Additional languages 

 What we offer:

Here at Toluna you will find amazing, forward thinking professionals who like to learn and grow. We pride ourselves on collaborating and sharing expertise, we know that strong teams bring out the best in our staff members. This is why we offer a broad range of benefits:

• Training opportunities and career development plan;
• Competitive financial package: salary, performance bonus, sport allowance, meal tickets and gift vouchers;

• Private medical insurance;

• Exceptional office comfort: top office facilities and equipment, gaming room, central building office;
• Extra vacation days;
• Bookster - The first modern library for companies in Romania.

                                        Welcome to our innovative team of professionals in online market research!