LEVEL 2 APPLICATION SUPPORT ANALYST

Remote Role (UK Preferred)

About Vinli

Vinli’s team is transforming the mobility industry via our next generation data intelligence platforms. Our passion is building products and services that unlock the true value of connected cars by showing drivers, passengers and organizations the potential hidden within their vehicles' data. We were founded in 2014 and are backed by some of the biggest names in transportation (Cox Auto, Samsung, Continental) venture capital (First Round Capital, Westly Group) and energy (E.ON). We are partnered with some of the largest players in the mobility industry – including ALD Automotive. And remote work has been a successful part of our cultural DNA since long before 2020. Future members of our team should be intellectually curious, self-starters whose work history demonstrates the courage to create and the maturity required to bring products to market.

About the Role

The Level 2 Application Support Analyst will be responsible for delivering high quality support for Vinli's products and services to meet our global customer service level agreements and operational requirements. This is a new role and is a critical part of our growing Customer Success team, providing application support services to our customers. The ideal candidate has a strong software application support background, is customer driven and will thrive in a fast-paced collaborative environment. To succeed in this role, you will need to work well in both reactive and proactive ways, triaging, investigating and solving Level 1 customer support queries directly where possible and working in conjunction with the UK and US based development and product teams to ensure workarounds and resolutions are implemented as required for our customers.

We have an advanced SaaS product supporting the mobility industry, based on modern web technologies, including GoLang, NodeJS, VueJS, Docker, Kubernetes, RabbitMQ, Postgres, Redis, ElasticSearch, and Google BigQuery.

In this role you will be responsible for providing support as part of the EU based support team, (including where necessary on-call 24x7 support) for our enterprise customers, ensuring that all support tickets raised by our client’s L1 teams are resolved within each customers' SLA. You will also assist with customer onboarding, implementation and training, and in providing an initial period of hypercare during product and customer launches.

You will work closely with key internal technical stakeholders across the teams and will help ensure customer issues are addressed quickly and effectively by collaborating with the product and development teams, in a global environment.

Responsibilities

  • Provide day-to-day level 2 application support and customer service
  • Document support activities thoroughly, accurately and in a timely manner
  • Participation in collaborative reviews with the product and technical teams
  • Assist with in region customer onboarding activities
  • Build out knowledge base material for optimising support processes

Required Qualifications

  • 5+ years professional experience in application support and customer support.
  • Experience with SaaS platforms and business applications, for B2B customers and users
  • Track record of managing customer escalations and negotiating successful resolutions
  • Excellent analytical and problem-solving skills
  • Understanding of application development and support processes
  • Familiarity with CSAT and NPS as key metrics for measuring support services

Preferred Qualifications

  • Experience of working with Zendesk or other similar cloud-based customer support tool
  • Experience with Jira, Confluence and other Atlassian products
  • Experience with Google Workspace (GSuite)
  • Very good working experience of Microsoft Excel and other spreadsheets (for analysis)
  • Experience of using iOS and Android mobile platforms and web-based applications

About You

  • You possess an attention to detail and are inquisitive
  • You can perform basic diagnostics and think around a problem.
  • You’re adaptable to supporting an evolving software product and changing customer needs.
  • You can work effectively remotely and as part of a remote team within a startup
  • You are customer focused and put the customer at the centre of everything
  • You can both accept and provide thoughtful, respectful constructive criticism

Benefits

Vinli offers competitive benefits including an unlimited PTO policy and schedule flexibility during working hours. In addition, we will work with you to support individual career development opportunities such as conferences, advanced training, and certifications. Vinli transitioned to fully remote operations in March 2020, but we have a longstanding history of operating & supporting successful remote teams to drive a productive, professional, and enjoyable remote work culture.

EEO Policy Statement

We are an equal opportunity employer. We strictly prohibit unlawful discrimination or harassment of any kind, including discrimination or harassment on the basis of race, color, national origin, ancestry, religion, veteran status, age, pregnancy status, sex, gender identity or expression, sexual orientation, marital status, mental or physical disability, medical condition, or any other characteristics protected by law. We also make all reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.

Vinli Core Values

  • Integrity – Doing what you say you will do at Vinli is our way of building trust among our team members, partners, investors and vendors. We believe that maintaining integrity requires an openness and empathy in sharing goals and challenges with others.
  • Drive to Innovate – People at Vinli don’t just love to learn, they feel compelled to use their knowledge to make our Company and the world a better place. We believe in learning from our mistakes and always challenging ourselves to innovate - from the biggest product decisions to the smallest processes.
  • Joyful Work Environment – Loving where you work isn’t about ping pong tables and free snacks. It’s the feeling that you wouldn’t want to be on a project with any other team. It’s the feeling that you can get creative energy just by showing up to work. It’s the feeling that your entire team respects your life away from the job and understands how work impacts it. At Vinli, we believe in building camaraderie and joy in our environment by supporting and encouraging each other every day.