Customer Support Reporter (L1) – Fintech / Azure Devops (remote), $ 600 to $ 800,

About the role
We are based in the actual disciplined time Customer Support representative (Level 1) To monitor Azure tickets, sorting problems, and keep our customers constantly inform. It will work as the first respondent during the American market hours (from Monday to Friday, from 9:00 am-5:00 pm Easter), providing immediate confessions, daily examination, exploring and repairing errors, and high-quality escalation for senior engineers when necessary.

The role will be shared between two members of the team, each covering 80 hours per month on a self -managed schedule. The total work burden is relatively light compared to the full -time standard hours; The key requirements are the availability of a quick response.

It should be qualified

• Fintech Literacy: Understands trading, requests for requests, packing, balances, commissions/fees, and basic reconciliation.
• Azure Ops Serfect: Azure Devops (plates, service health, restarting basic resources and metric checks.
• Communication: fragile writing and speaking in English, accurate summaries, calmness, a customer’s friendly tone.
• Previous experience on trading offices, brokers, market data, or rear office operations is an additional advantage.

What will you do?

Monitoring and responding in real time

• Azure Devops Monitoring (Workboards/Operations), Azure SQL DB Health Monitor and ComEINUP, application records alerts, and the inserted support set/WhatsApp.
• Acknowledge the customer’s new requests within minutes while covering windows; Open an internal ticket and select severity/effect (level 1 – critical task, level 2 – main jobs, level 3 – simple jobs, level 4 – media request)
• Providing a proactive in the minimum comprehensive daily status updates for customers on all open elements until they are resolved.

Level 1 Explore and repair errors

• Reconsting issues when possible; Collect the details of the environment and schedules.
• Read and liquidate registry files; Capture relevant excerpts.
• Restart services (for example, always service) and check recovery.
• Confirmation of configurations (application settings/cellar chains/key contacts/feature flags) and note any erosion.
• Check the validity of the basic application programming interface with tools such as our internal test programs; Pick a request/response Proto and/or json

Escalation

• He decided at the time of escalation based on the severity, the effect of the customer, and the results of the L1 sorting.
• Create a full escalation package that includes:
• Summary of the problem (one line), the effect of business, intensity, and time frame.
• The affected component (s)/service (services), environment, construction/version.
• Steps to reproduce (if any) and what you have already tried.
• Register excerpts (relevant, relevant)
• Staying the customer faces: Follow up in actual time during engineering investigations; Coordination of repairs and accurate confirmation with the customer.

The process and documents

• Keep tickets updated with timelines, decisions, and the following ETA.
• Maintaining operating books, well -known case notes, and quick examinations for each API region.

Security and compliance

• NDA is strict and check the required background.
• It deals with customer data with less access to accessibility; It hinders the artifacts before participating; It follows the security/internal books.

Coverage and logistics services

• Hours: the usual American market hours with a focus on closing; Participate in the emergency situations after working hours as specified (if possible).
• Channels: WhatsApp (Client + AMT) group, support for e -mail, and phone/SMS; Azure Devops for internal tickets.
• Location: Far; The Internet and reliable phone and quick availability on Slack/Zoom.

30/60/90 Day expectations

• 30 days: on board application programming facades, environments; It recognizes independently/L1 tickets. Restart services; Provide customer updates. Learn the application flows from the end to the end, how the situation is managed, and what each API hook does internally, etc.
• 60 days: L1 workflow to end to one party for your application programming interface sections; Perfect escalation packages produce
• 90 days: serve as the primary L1 during custom windows; Fields of the guides on best practices and customer Calms.

About the role
We are based in the actual disciplined time Customer Support representative (Level 1) To monitor Azure tickets, sorting problems, and keep our customers constantly inform. It will work as the first respondent during the American market hours (from Monday to Friday, from 9:00 am-5:00 pm Easter), providing immediate confessions, daily examination, exploring and repairing errors, and high-quality escalation for senior engineers when necessary.

The role will be shared between two members of the team, each covering 80 hours per month on a self -managed schedule. The total work burden is relatively light compared to the full -time standard hours; The key requirements are the availability of a quick response.

It should be qualified

• Fintech Literacy: Understands trading, requests for requests, packing, balances, commissions/fees, and basic reconciliation.
• Azure Ops Serfect: Azure Devops (plates, service health, restarting basic resources and metric checks.
• Communication: fragile writing and speaking in English, accurate summaries, calmness, a customer’s friendly tone.
• Previous experience on trading offices, brokers, market data, or rear office operations is an additional advantage.

What will you do?

Monitoring and responding in real time

• Azure Devops Monitoring (Workboards/Operations), Azure SQL DB Health Monitor and ComEINUP, application records alerts, and the inserted support set/WhatsApp.
• Acknowledge the customer’s new requests within minutes while covering windows; Open an internal ticket and select severity/effect (level 1 – critical task, level 2 – main jobs, level 3 – simple jobs, level 4 – media request)
• Providing a proactive in the minimum comprehensive daily status updates for customers on all open elements until they are resolved.

Level 1 Explore and repair errors

• Reconsting issues when possible; Collect the details of the environment and schedules.
• Read and liquidate registry files; Capture relevant excerpts.
• Restart services (for example, always service) and check recovery.
• Confirmation of configurations (application settings/cellar chains/key contacts/feature flags) and note any erosion.
• Check the validity of the basic application programming interface with tools such as our internal test programs; Pick a request/response Proto and/or json

Escalation

• He decided at the time of escalation based on the severity, the effect of the customer, and the results of the L1 sorting.
• Create a full escalation package that includes:
• Summary of the problem (one line), the effect of business, intensity, and time frame.
• The affected component (s)/service (services), environment, construction/version.
• Steps to reproduce (if any) and what you have already tried.
• Register excerpts (relevant, relevant)
• Staying the customer faces: Follow up in actual time during engineering investigations; Coordination of repairs and accurate confirmation with the customer.

The process and documents

• Keep tickets updated with timelines, decisions, and the following ETA.
• Maintaining operating books, well -known case notes, and quick examinations for each API region.

Security and compliance

• NDA is strict and check the required background.
• It deals with customer data with less access to accessibility; It hinders the artifacts before participating; It follows the security/internal books.

Coverage and logistics services

• Hours: the usual American market hours with a focus on closing; Participate in the emergency situations after working hours as specified (if possible).
• Channels: WhatsApp (Client + AMT) group, support for e -mail, and phone/SMS; Azure Devops for internal tickets.
• Location: Far; The Internet and reliable phone and quick availability on Slack/Zoom.

30/60/90 Day expectations

• 30 days: on board application programming facades, environments; It recognizes independently/L1 tickets. Restart services; Provide customer updates. Learn the application flows from the end to the end, how the situation is managed, and what each API hook does internally, etc.
• 60 days: L1 workflow to end to one party for your application programming interface sections; Perfect escalation packages produce
• 90 days: serve as the primary L1 during custom windows; Fields of the guides on best practices and customer Calms.