Support Analyst

hace 2 semanas

Monterrey, México Atos A tiempo completo

**Support Analyst**:

- Publication Date: Jan 30, 2024- Ref. No: 503673- Location: Monterrey, Nuevo Le
- n, MX, 66490**Who we are.**
Together we create **reliable and responsive digital foundations** for the world’s businesses, institutions, and communities.
Learn more on **Advancing what matters**

**The future is our choice**
At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures.

**Trilingual Support Analyst**

Perform first-level diagnosis and troubleshooting support to end-users and customers. Work under minimum supervision and receive inbound transactions and inquiries, provide support in accordance with established processes and document incidents and remedies. Escalate complex incidents to second-level support personnel.
- Troubleshoots via the phone, chat or other support channels, hardware, software, and network operating problems and involves technical resources to ensure resolution
- Applies understanding and knowledge of information systems products and services to assist users
- Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
- Coordinates referrals to appropriate technical, professional, or service personnel
- Receives and prioritizes issues and forwards using appropriate escalation procedures
- Provides functional or task leadership
- Coordinates special projects and system upgrades
- Briefs customers and/or management on the status of resolution efforts
- Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel
- Recommends system or process improvements, including procedures, training, and enhanced documentation
- May provide occasional functional and technical guidance to less experienced staff.
- The incumbent oversees and coordinates with quick-response customer support team and interfaces with clients (over the phone or other support channels like Chat, Self Service and/or backlog incidents) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to resolve client issues.
- The incumbent works under limited supervision to provide prompt and professional Help Desk service through quick processing and prioritization of a variety of problems.
- All other duties as assigned

**Requirements**:

- Intermediate-advanced French and English
- Basic troubleshooting skills
- Customer service and/or call center experience is a plus

**Benefits**:

- Savings fund
- Mayor Medical Insurance (Including Dental, Visual, Telemedicine, Phycologist, Pediatric, others might apply)
- Life insurance
- Funeral aid
- Food vouchers
- Restaurant vouchers
- Attendance bonus
- Vacation bonus
- Christmas bonus

**Learn more about us**
At Atos, we embrace diversity as the ultimate engine of ingenuity for our clients, and we constantly strive to create a culture where people feel supported and encouraged. Read more about our commitment here.

Whether it is fighting climate change, promoting digital inclusion, or ensuring trust in data management - tech for good sits at the core of our identity. With numerous global recognitions for our ESG practices, we are committed to building a better future for all by harnessing the power of technology. Learn more here

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