Fedebom Support Analyst

hace 1 semana

Naucalpan de Juárez, México Ford Motor Company A tiempo completo

Responsibilities:

  • Diagnose and resolve complex technical issues related to our engineering software tools promptly and effectively.
  • Actively listen to users' concerns, questions, and feedback, and ensure that all interactions are handled professionally and courteously.
  • Document user interactions, inquiries, and resolutions accurately in our support ticketing system for future reference.
  • Collaborate with the development team to escalate and prioritize critical issues requiring further investigation and resolution.
  • Create and maintain knowledge base articles, tutorials, and troubleshooting guides to assist users in resolving common issues independently.
  • Participate in the testing and evaluation of new software releases, providing valuable feedback to enhance product functionality and usability.
  • Conduct periodic training sessions and webinars to educate users on best practices and advanced features of our engineering tools.
  • Stay current with the latest product enhancements, updates, and industry trends to deliver informed support and advice to users.
  • Monitor user access rights, permissions, and privileges to ensure adherence to security standards and company policies.
  • Regularly conduct access reviews and audits to identify and mitigate any potential security risks or unauthorized access.

Qualifications:

  • Bachelor's degree in Engineering, Computer Science, or a related technical field is preferred.
  • Experience in technical support or a similar customerfacing role, preferably in the engineering software industry.
  • Solid understanding of engineering principles and familiarity with CAD/CAM/CAE or other engineering software tools.
  • Proficiency in troubleshooting complex technical issues and providing clear explanations to nontechnical users.
  • Excellent communication skills, both written and verbal, with the ability to communicate technical concepts effectively.
  • Strong problemsolving and analytical skills, with an aptitude for quickly grasping and resolving technical challenges.
  • Ability to work independently and collaboratively in a fastpaced, dynamic environment.
  • Customerfocused mindset with a passion for delivering topnotch support and exceeding user expectations.
  • Familiarity with ticketing systems, CRM software, and remote support tools is advantageous.
Flexibility to work occasional evenings or weekends to provide timely support during peak periods or for urgent user requests.

Qualifications:

  • Bachelor's degree in Engineering, Computer Science, or a related technical field is preferred.
  • Experience in technical support or a similar customerfacing role, preferably in the engineering software industry.
  • Solid understanding of engineering principles and familiarity with CAD/CAM/CAE or other engineering software tools.
  • Proficiency in troubleshooting complex technical issues and providing clear explanations to nontechnical users.
  • Excellent communication skills, both written and verbal, with the ability to communicate technical concepts effectively.
  • Strong problemsolving and analytical skills, with an aptitude for quickly grasping and resolving technical challenges.
  • Ability to work independently and collaboratively in a fastpaced, dynamic environment.
  • Customerfocused mindset with a passion for delivering topnotch support and exceeding user expectations.
  • Familiarity with ticketing systems, CRM software, and remote support tools is advantageous.
Flexibility to work occasional evenings or weekends to provide timely support during peak periods or for urgent user requests

Responsibilities:

  • Diagnose and resolve complex technical issues related to our engineering software tools promptly and effectively.
  • Actively listen to users' concerns, questions, and feedback, and ensure that all interactions are handled professionally and courteously.
  • Document user interactions, inquiries, and resolutions accurately in our support ticketing system for future reference.
  • Collaborate with the development team to escalate and prioritize critical issues requiring further investigation and resolution.
  • Create and maintain knowledge base articles, tutorials, and troubleshooting guides to assist users in resolving common issues independently.
  • Participate in the testing and evaluation of new software releases, providing valuable feedback to enhance product functionality and usability.
  • Conduct periodic training sessions and webinars to educate users on best practices and advanced features of our engineering tools.
  • Stay current with the latest product enhancements, updates, and industry trends to deliver informed support and advice to users.
  • Monitor user access rights, permissions, and privileges to ensure adherence to security standards and company policies.
  • Regularly conduct access reviews and audits to identify and mitigate any potential security risks or unauthorized access.

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