Application Operations Support 1 at Groupon
Dublin, IE
Groupon’s mission is to become the daily habit in local commerce and fulfill our purpose of building strong communities through thriving small businesses. We connect people to a vibrant, global marketplace for local services and experiences. In the process, we’re positively impacting the lives of millions of customers and merchants globally. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. If you want to take more ownership of your career, then you're ready to be part of Groupon.

The Application Operations Support (AOS) group is looking for someone to join their team. AOS exists to save people time, reduce friction, and improve the support experience for everyone. We believe the only way to solve challenging problems is to work together. AOS works in partnership with various Engineering teams to make it simple to report a bug that any user sees in any internal/external Groupon tool for the supported teams. Our team aims to provide a reliable feedback loop between business and engineering teams.

As an AOS I agent you will get a unique opportunity to work alongside various engineering teams across a global organization with teammates in Chicago, Dublin, and Bangalore. You will have plenty of opportunity to learn about the various engineering services at Groupon and get hands-on technical training while driving large global change. In addition, AOS agents are encouraged to pursue projects outside of ticket handling which balance the following: benefit for Groupon; benefit for AOS; benefit for the agent.

Responsibilities:

o Responding to emails and incident tickets, maintaining issue ownership

o Responding to requests for technical support and manual quality assurance

o Translating technology concepts into business language for the end user

o Identifying and documenting technical problems, ensuring timely resolution

o Developing resources and training materials for frontline support staff

o Maintaining incident SLA's and delivering on service agreements with internal teams

o Working with development teams to ensure adherence to business standards

o Investigating ways to improve current technology and business processes

o Engaging off-hours engineering resources with clear escalation goals

 

Requirements:

o Bachelor's Degree or equivalent experience

o Ability to work with a team, but also independently

o Knowledge of Google Suite (Excel, Word, etc.)

o Knowledge of Zendesk and Jira preferred

o Able to evaluate tickets and escalate issues as need be

Groupon's purpose is to build strong communities through thriving small businesses.  To learn more about the world's largest local ecommerce marketplace,  click here for the latest Groupon news. Plus, be sure to  check out the values  that shape our culture, guide our strategy and make our company a great place to work. And just don't take our word for it.  Hear from real Groupon team members  and learn more about our  inclusive employee groups. If all of this sounds like something that's a great fit for you, then click apply and let's see where this takes us. 
Groupon is an Equal Opportunity Employer

Qualifications for employment, promotion, and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, medical condition, sexual orientation, gender identity or expression, genetic information, ancestry, marital status, military discharge status (excluding dishonorable discharge), veteran status, citizenship status, or other legally protected status. We are all responsible for maintaining this policy. Groupon is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may email us at hraccommodations at groupon.com. If you have concerns related to Groupon’s equal employment opportunities, you may contact Groupon's Ethics Reporting Service Ethicspoint.