IT Support Specialist

hace 3 semanas


Monterrey, México TCA Software Solutions A tiempo completo

**Descripción**:
Acompaña a TCA Software Solutions continuar creciendo como compañía en el puesto de especialista de servicios de soporte a sistemas para hoteles, hospitales y comercio. Para poder aplicar requerimos lo siguiente:
Descripción

Los especialistas de soporte son responsables de apoyar y resolver dudas o incidencias que pueda tener el cliente con el uso de nuestros productos en la mesa de ayuda por medio de asistencia telefónica, correo electrónico o a través del sistema de soporte SESC (Sistema Electrónico de Servicio al Cliente).

El soporte de nível II implica conocimientos técnicos y está formado por técnicos que tienen capacidades de resolución de problemas más allá de los Support Specialist Tier 1.

**Responsabilidades**:

- Hacer un seguimiento de los clientes para garantizar la resolución y cerrar las incidencias en el sistema de seguimiento.
- Documentas y clasificar los incidentes acordes a lo siguiente:

- a) Interno: reportar fallas a los departamentos de desarrollo de software en Mantis.
- b) Externo:

- Diagnosticar las fallas del software.
- Informar el estado de la solicitud en el sistema electrónico de servicio al cliente.
- Si las solicitudes están clasificadas fuera los servicios de soporte, el analista requerirá delegar con el departamento correcto y asegurar una fecha, solución y comunicar al cliente el estado.
- Dar seguimiento con los clientes para asegurar la resolución y cerrar los incidentes en el sistema.
- Recabar información de los clientes para comprender los inconvenientes y resolverlos de manera remota y proveer información a otros departamentos para seguimiento.
- Detectar constantes en incidentes y mantenimientos para presentar reportes con la información obtenida.

**Requisitos**:

- Estudios: carrera profesional en algún campo relacionado a tecnologías de la información, ciencias computacionales, sistemas o a fín.
- Inglés: B2 Intermedio Avanzado (Common European Framework of Reference CEFR).
- Conocimiento acerca de los servicios en la Nube. (PaaS, SaaS, IaaS)

**Deseable**:

- Experiência en atención al cliente en puestos similares.
- SQL


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