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Customer and Application Support

hace 3 meses

Guadalajara, Jalisco, México Turtle Trax S.A. A tiempo completo
Essential Job Functions

  • Act as the customer service front line.
  • Manage and assign tickets from queue.
  • Provide consistent feedback, both verbal and written to customers in a timely fashion while answering customers' questions and/or concerns about software and solutions.
  • Troubleshoot and problem-solve a wide range of issues regarding software and solutions.
  • Draft and update help documents for customers, as requested, and as product updates are released.
  • Facilitate and coordinate conference calls and video calls for customers to troubleshoot features, as needed.
  • Perform initial issue-analysis on cases submitted online and by phone to the Support Center.
  • Write customer-facing training materials and procedure manuals, as needed.
  • Perform manual testing on new and existing features, as needed.
  • Participate in Support on-call rotation.

Requirements

  • 0-5 years' experience in a business-to-business client, technical support role.
  • C1 English
  • Associate Degree in an engineering and/or technical discipline or equivalent experience in a business-to-business client, technical support role.
  • A general understanding of the software development process is a plus but not required.
  • Knowledge of SQL is a plus.
  • Knowledge of API, SSO, SFTP, and FTP functionality preferred.
  • Excellent typing skills, strong grammar and spelling abilities.
  • Complete competency with MS Windows and Office.
  • Knowledge of common browsers (Internet Explorer, Chrome, Safari, Mozilla Firefox).
  • Knowledge of web-based products such as Salesforce is a plus, but not required.
  • Be able to be in the office Monday to Friday one month, then just twice per week in Guadalajara, Jal. (Av. Chapultepec Sur)
  • Be able to work in on-call rotation.