Technical Support Representative

hace 3 semanas

Monterrey, México U hi A tiempo completo

**Technology Support Representative**

MANDATORY TECHNOLOGIES
- Proficient in a Data structure, Data modeling and SQL
- Systems: Bigdata or Any cloud technology
- Working knowledge on any programing or scripting language i.e. Python/HTML
- Any visualization tool - QlickView/Looker/Tableau

Main Experience Required:

- Degree in IT / Computer Science / related discipline with 6+ years of experience in IT industry as a Support Engineer with Development experience.
- Experience in leading teams technically
- Experience in enterprise level Product Support experience.

Mandatory Skills / Requirements
- Excellent customer interfacing skills.
- Excellent written and verbal communication skills.
- Strong attention to detail and outstanding analytical and Problem-solving skills.

MANDATORY SKILLS / REQUIREMENTS
- Excellent customer interfacing skills.
- Excellent written and verbal communication skills in English
- Strong attention to detail and outstanding analytical and Problem-solving skills.

HIRING TYPE: Employee

******

PROJECT ACTIVITIES AND RESPONSIBILITIES
- Maintain response and resolution speed as defined by SLOs;
- Keep high customer satisfaction scores and follow quality standards in 90% of cases.
- Assist and respond consults from other Technical Support Representatives through existing systems and tools.
- Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment.
- Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis.
- Understand business impact of customer issue report and follow internal issue prioritization guidelines, provide justification on priority for a given single customer report.
- Reactively file issue reports to Product Engineering team, build documentation, procedures, document desired behavior and/or steps to reproduce, and suggested code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution.
- Perform community management tasks as needed by the business.
- Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features).
- Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues and act as an advocate for such issues with Product Engineers and Program Managers.)
- Adhere to project timelines and create release deliverables.
- Participate in debugging design/code issues and identify the root cause.

Tipo de puesto: Tiempo completo

Salario: $31,000.00 - $52,000.00 al mes

Horario:

- Turno de 8 horas

Prestaciones:

- Programa de referidos
- Seguro de gastos médicos mayores
- Seguro de vida
- Vacaciones adicionales o permisos con goce de sueldo
- Vales de despensa

Consideraciones ante el COVID-19:
Trabajo remoto.

Educación:

- Licenciatura terminada (Obligatorio)

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