Junior Technical Customer Support Engineer

hace 4 semanas


Guadalajara, Jalisco, México Finastra A tiempo completo
Responsibilities

Join the Kondor Engineering Support Group team in Guadalajara and be a key player in providing top-notch customer service to clients both locally and internationally. As a member of the Fusion Capital Kondor team, you will work with a leading trade and risk management solution that supports global trading activities. Our platform offers flexibility, customization, and real-time coverage across different asset classes and market instruments. We are looking for motivated individuals who are keen to learn and contribute to our dynamic team.

Responsibilities & Deliverables:

As a Junior Technical Customer Support Engineer, your main tasks include:

Timely User Support:
  • Addressing user requests within defined Service Level Agreements (SLAs).
  • Assisting clients in effectively using our product based on their requirements.
Issue Resolution:
  • Keeping clients updated on the progress of issue resolution.
  • Monitoring and handling issues escalated to other departments to ensure client satisfaction.
Process Improvement:
  • Working with the triage team after gaining adequate experience.
  • Contributing to regular and ad-hoc reports.
  • Offering constructive feedback to other departments.
  • JIRA Integration:
  • Logging defects in JIRA when needed.
  • Utilizing JIRA for effective issue tracking and resolution.
Required Experience:
Communication Skills: Excellent verbal and written communication skills.
Analytical Mindset: Strong problem-solving skills and keen attention to detail.
Customer Focus: Genuine interest in understanding and fulfilling client needs.
Language Proficiency: Proficient communication in English, both written and verbal.
Education (an asset): Degree or experience in a relevant field.
Technical Knowledge:
  • Familiarity with Unix/Linux/Windows Server environments.
  • Understanding of MS-SQL/Sybase databases.
  • Knowledge of OpenOIDC/Oauth2/LDAPs (considered an asset).
  • Exposure to Kubernetes/OpenShift/Helm (considered an asset).
  • Experience with cloud technologies (considered an asset).


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