Junior Technical Customer Support Engineer

hace 4 semanas


Guadalajara, México Finastra A tiempo completo

Responsibilities

Join our Kondor Engineering Support Group in Guadalajara, where you’ll play a crucial role in delivering exceptional customer service to both local and international clients. As part of the Fusion Capital Kondor team, you’ll work with a market-leading trade and risk management solution that empowers global trading activities. Our platform is flexible, customizable, and provides real-time coverage across various asset classes and market instruments. We’re seeking enthusiastic individuals who are eager to learn and contribute to our amazing team.

Responsibilities & Deliverables:

As a Junior Technical Customer Support Engineer, you’ll be responsible for:

Timely User Support:

  • Responding to user requests within defined Service Level Agreements (SLAs).
  • Ensuring clients can effectively utilize our product according to their needs.

Issue Resolution:

  • Keeping clients informed about the progress toward resolving their issues.
  • Tracking and managing issues sent to other departments to achieve client satisfaction.

Process Improvement:

  • Collaborating with the triage team once you’ve gained sufficient experience.
  • Contributing to monthly, quarterly, and ad-hoc reports.
  • Providing valuable feedback to other departments.
  • JIRA Integration:
  • Creating defects in JIRA as necessary.
  • Leveraging JIRA for efficient issue tracking and resolution.

Required Experience:

Communication Skills: Excellent verbal and written communication abilities.

Analytical Mindset: Strong problem-solving skills and attention to detail.

Customer Focus: A genuine desire to understand and meet client needs.

Language Proficiency: Strong communication in English both written and verbal.

Education ( an asset): Degree or experience in a related field

Technical Knowledge:

  • Familiarity with Unix/Linux/Windows Server environments.
  • Understanding of MS-SQL/Sybase databases.
  • Knowledge of OpenOIDC/Oauth2/LDAPs (an asset).
  • Exposure to Kubernetes/OpenShift/Helm (an asset).
  • Cloud experience (an asset).

#LI-CC1



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