Senior Technical Support Specialist
hace 2 días
About Fusion Capital Kondor
">Fusion Capital Kondor is a leading provider of trade and risk management solutions for global trading activities. Our platform offers real-time, front-to-back coverage across asset classes and market instruments.
">Role Overview
">We are seeking an experienced Senior Technical Support Specialist to join our Engineering Support Group in Mexico. The ideal candidate will be responsible for delivering exceptional customer service and technical support to clients worldwide.
">Key Responsibilities
">- Provide timely and effective resolution to customer functional issues in accordance with Service Level Agreements (SLAs).">
- Collaborate with clients to ensure they utilize the product efficiently according to their needs.">
- Communicate progress towards issue resolution and identify cases requiring escalation or defect creation in JIRA.">
- Develop and maintain incident management requests using collaboration tools, best practices, and transparency within teams.">
- Drive functional collaboration and engagement outside of Customer Support.">
- Participate in building communities with peer delivery roles and contribute to case deflection initiatives, automation, and digital self-help assets.">
- Join the triage team upon gaining sufficient experience.">
- Complete monthly, quarterly, and ad-hoc reports as requested.">
- Share feedback with other departments.
Requirements
">- Bachelor's degree in banking and finance or a related field.">
- Excellent communication skills.">
- Strong analytical abilities.">
- Customer-focused attitude.">
- Attention to detail.">
- Good command of English.">
- Basic knowledge of Linux and SQL.
Salary Estimate
">We offer a competitive salary of approximately $85,000 per year, commensurate with experience and qualifications.
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