**Overview**
Gecko Alliance has been a global spa industry leader for over 35 years, renowned for designing, manufacturing, and marketing innovative products with a passionate, dynamic team. Currently undergoing major digital transformation, Gecko Alliance is actively implementing a new connected ecosystem featuring mobile applications and advanced Cloud infrastructure to revolutionize the spa market with continuous evolution ahead.
As our Software Technical Support Specialist, you'll be the vital link supporting users of our connected spa solution and iOS/Android applications. You'll provide technical guidance, resolve connectivity issues, and ensure swift problem resolution. Working closely with development and quality teams, you'll reproduce, analyze, and document incidents while maintaining optimal user experience.
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Key Responsibilities **
• Guide users through connected spa setup on home networks and mobile app usage across multiple channels (email, chat, phone, social media) • Diagnose and resolve technical issues related to application installation, configuration, and functionality • Reproduce bugs across various mobile devices and operating systems • Categorize, sort, and assign incidents in ticketing systems (JIRA, FeatureBase) • Escalate complex issues to development or quality assurance teams • Monitor update and deployment procedures for App Store and Google Play • Document solutions and create knowledge base articles • Perform basic functional testing to validate fixes • Maintain quality and consistency of support procedures • Occasionally train new team members or internal users
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Requirements **
• College diploma (DEC) or Professional studies diploma (DEP) • Minimum 2 years relevant technical support experience • Comfortable working with iOS, Android environments and residential Wi-Fi networks • Excellent analytical and problem-solving abilities • Client-focused with solution-oriented approach • Independent, resourceful with strong initiative • Adaptability in fast-paced environments
Monday to Friday, 9 AM – 5 PM (full-time)
Submit your application directly to Gecko Alliance.
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