Technical Support Specialist

hace 1 mes

Gustavo Adolfo Madero, Ciudad de México Alia Integrando Talento A tiempo completo

Job Title: Technical Support Specialist

Job Summary: We are seeking a highly skilled Technical Support Specialist to join our team at Alia Integrando Talento. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our customers and partners.

Key Responsibilities:

  • Deliver exceptional user support experience using Sales Force service cloud software.
  • Interact with customers/partners using our case management system, phone, email, and/or shared screen sessions.
  • Provide accurate and creative technical solutions to user-reported problems.
  • Update and document issue details, steps taken to solve it, follow-up conversations, escalations, and resolution in our case management system.
  • Create and add to knowledgebase articles in our knowledgebase.
  • Apply advanced troubleshooting techniques (debug and diagnosis) on critical problems that may span multiple products and features, inclusive of ability to isolate, replicate, and create workarounds to achieve high levels of customer satisfaction.
  • Report defects to Engineering after lab replications, meeting Escalation standards.
  • Work collaboratively within the Support organization in driving Support process improvements and initiatives.
  • Participate in the on-call roster as necessary, to provide support coverage outside of standard business hours and be available after-hours for emergencies.
  • Manage customer escalations and drive issues to completion while keeping involved parties in the loop.
  • Work with other organizations to convey customer concerns and requirements.

Requirements:

  • Bachelor's degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience.
  • Advanced or Fluent in English (verbal and written).
  • Minimum 3-5 Years of Technical support experience in Networking or Cloud support.

Preferred Qualifications:

  • Solid knowledge of TCP/IP, and OSI networking model.
  • Excellent problem-solving and multitasking skills with ability to organize and prioritize responsibilities effectively in order to meet deadlines.
  • Preferred experience with Private/Public cloud platforms (VMware, AWS, Azure etc.).
  • Preferred certifications - Associate/professional level Industry certs in Networking/Cloud technologies.

About Us: Alia Integrando Talento is an Equal Opportunity Employer. We offer a comprehensive and competitive total compensation and benefits package, and a collaborative work environment.

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