Escalation Engineer

Do you want to earn a salary in USD? Would you like to work from wherever you want? Would you like to be a part of the leading next-gen software developers?

Hi, you finally found us!

Why work at Blue Coding?

At Blue Coding we specialize in hiring excellent developers and amazing people from all over Latin America and other parts of the world. For the past 9 years, we’ve helped cutting-edge companies in the United States and Canada -both large and small, build great development teams and develop great products. Online shops, digital agencies, SaaS providers, and software consulting firms are a few of our clients. Our team of over 100 engineers is distributed in more than 10 countries across the Americas. We are a fully remote company working with a wide array of technologies and have expertise in every stage of the software development process.

Our team is highly connected, united, and culturally diverse, and our collaborators are involved in many initiatives around the world, from wildlife preservation to volunteering at local charities. We also participate in group activities like movie nights, trivia, and meme competitions. We stand for honesty, fairness, respect, efficiency, hard work, and cooperation.

What are we looking for?

In this opportunity, we are looking for an Escalations Engineer to work with one of our foreign clients, who are offering great reporting software to call centers across de globe making them more efficient and enabling them to grow and scale their business. The ideal candidate will be responsible for providing technical assistance and support to our client’s Customer Success team when customers are experiencing problems with their company's products or services. If you are independent, a great communicator, a problem solver, and have strong attention to detail, this is a great fit for you! Our jobs are fully remote – as long as you have the skills and can get the work done well, you can work anywhere in the listed countries you want. So if you have the skills and can get the job done, join us and work from anywhere you want!

What's unique about this job?

Through innovation in product design and distribution that provides access to the middle market, including call center and web-enabled sales and underwriting processes, quick issuance of policies and an emphasis on products not medically underwritten at the time of sale, the company seeks to make life insurance more affordable for the middle market.

Here are some of the exciting day-to-day challenges you will face in this

role: * Provide technical assistance and support to their Customer Success team when they deal with tickets that require technical knowledge of the product * Troubleshoot and diagnose technical issues and provide solutions to Customer Support that can be easily explained to customers * Work with internal teams to troubleshoot and resolve technical issuesEscalate customer issues as appropriate to ensure timely resolution * Communicate effectively with Customer Success to understand and document issues, and provide clear and concise updates on the status of the issue * Create and maintain detailed documentation of technical issues and their resolutions in our issue-tracking software * Continuously look for new ways to improve customer satisfaction and the technical support process * Implement and maintain systems and tools to improve the efficiency and effectiveness of revenue operations, such as CRM, marketing automation, and business intelligence platforms * Create and maintain process documentation and training materials

You will shine if you have these:

* Bachelor's degree in a related field or equivalent experience. 
* 5-10 years of development experience. 
* Experience with C#, Microsoft SQL, Azure, and business intelligence platforms is strongly preferred. 
* Strong ability to multitask and prioritize tasks. 
* Excellent customer service and communication skills. 
* Strong problem-solving and analytical skills. 
* Strong project management and cross-functional collaboration skills. 
* Proficient in troubleshooting and diagnostic tools. 

It doesn’t hurt if you also have:

* CRM and marketing automation experience 
* Experience in telephony engineering or the contact center industry 

Here are some of the perks we offer you:

* Salary in USD 
* Long-term 
* Flexible schedule (within US Time zones) 
* 100% Remote 

Hey, you are still here!

So, let us ask a few questions. Do you like working in a friendly environment? Are you fluent in English? Do you have a strong work ethic, are detail- oriented and have an ownership mentality? And most importantly do you love music and puppies? If so, then what are you waiting for? Come join our team and become part of this awesome company! We will be expecting you.