Software Support Consultant

Neptune Software is rewriting the rules of application development! Our Low Code No Code platform is a digital game-changer, seamlessly integrating with existing IT landscapes. It's not just for the big players; Neptune democratizes tech, offering rapid time-to-market at a fraction of the cost. With multiple G2 Leader Awards and Gartner, Neptune is the next rockstar of digital experience platforms. Acquired by Triton Partners in 2022, it's on an accelerated expansion trajectory, headquartered in Oslo with a global presence.

The Position

We are looking for an individual who can support our customers and partners in their journey with the Neptune DX Platform. As a Software Support Consultant, you will have a key role in maximising the Neptune DX Platform value for over 3 million users, in 41 countries.

Location

US - Remote

The Candidate

We are looking for an individual with superior technical expertise and a problem-solving attitude; someone who understands complex technical scenarios, generates solutions, and adapts the communication style to differently skilled customers and partners.

You are a person with a natural interest and curiosity to learn innovative technologies. Someone who is comfortable working both independently and in teams.

Furthermore, you are creative, passionate, and eager to take on new responsibilities.

Responsibilities

• Register any reported technical issues related to our Platform and decide on the best course of action to resolve them.
• Create and correct Knowledge Base Articles according to ticket resolutions.
• Stay updated on the current knowledge base to find immediate responses to known problems.
• Resolve technical issues brought forth on our helpdesk, escalate issues to the Engineering team when appropriate.
• Route issues to the services/engineering team when appropriate and monitor the responses to these incidents.
• Update customers about their pending enquiries and progress status.
• Help define ways to continually add value to the customer experience by advocating for them.
• Answering questions in the community.
• Testing new software releases and patches.

Experience and education

• 3 years of experience in web development.
• 3 years of JavaScript experience.
• 2-5 years of experience as a Software Support Consultant.
• Advanced communication and writing skills, including document writing and editing, professional phone, email and chat communication.
• Languages: Fluent English.

Nice to have

• Knowledge of ticketing systems.
• SAP technology know-how.
• SAP Cloud Platform.
• Neptune DX Platform.
• No code/Low code knowledge.
• AI technology knowledge.

What we offer

• Health Insurance (Medical, Dental, Vision), covered 100% for employee, and 80% for dependents and no waiting period for participation.
• Insurance (Life, ADD, STD, LTD)
• 401k, vested immediately and no waiting period for participation.
• Paid Time Off (20 Days paid vacation accrued annually, 10 days of PTO, 8 Paid Holidays)
• Participation in the company’s bonus model based on company performance in addition to the base salary.
• Growth opportunities.
• Competitive compensation package.
• Opportunity to continuously learn and adapt, especially working in a fast-changing technology company.
• An open, fast-paced yet still fun and multinational working environment.
• Engaging with all team members globally.
• Being a part of a certified Great Place to Work.
• An organization, where exceptional talents can make a real impact and where you’ll have real growth opportunities.

Please Note

We welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Interview Advice

Let’s be honest - interviewing is not easy. However, we want you to come prepared and succeed.

We’re looking for people who are curious and passionate about technology, so make sure you invest some time in learning about Neptune. Explore our website, the industry we operate in, what we offer, and how we set ourselves apart.

During your interview, you’ll be sharing stories about your current and past roles and experiences. The best way to frame this is with the CARR model: Context, Action, Results, Reflection. This allows you to succinctly share the experiences you’ve gained.

Remember, humility drives learning and we love working with people who are always trying to better themselves. Throughout our interview process, you will receive feedback, and usually directly in the interview. As you move through the interview process, make sure you listen to the feedback you receive and figure out how to incorporate the advice in the next step of the interview.