Technical Support Professional

hace 2 semanas


Ciudad de México, Ciudad de México OKTO A tiempo completo
Job Description

We are seeking a highly skilled Technical Support Professional to join our team at OKTO. As a key member of our support team, you will be responsible for providing exceptional technical assistance to ensure seamless system performance and user experience.

Key Responsibilities:

  • Troubleshoot and resolve technical issues efficiently, ensuring minimal downtime and maximum user satisfaction.
  • Manage and prioritize support tickets, escalating complex issues to higher-level technical teams when necessary.
  • Monitor system performance, proactively identifying potential issues before they impact users.

Customer Interaction:

  • Deliver outstanding customer service, addressing client technical questions and concerns with professionalism and empathy.
  • Maintain detailed records of customer interactions, issues, and resolutions in a ticketing system.

Technical Documentation:

  • Create and update user guides, FAQs, and other documentation to facilitate effective system use.
  • Contribute to a knowledge base with solutions to common problems, serving as an internal and external reference point.

System Maintenance:

  • Test new systems or updates to ensure compatibility and meet user requirements.
  • Collaborate with cross-functional teams, developers, and business units to resolve complex issues and implement new solutions.

Training and Support:

  • Provide training and support to users on new systems or software, ensuring a smooth onboarding experience.
  • Assist with onboarding new users, including account setup and initial training.

Requirements:

  • Strong understanding of systems, software, or technology used by the company, including operating systems, databases, and networking.
  • Ability to diagnose and resolve issues efficiently, often under pressure.
  • Clear and effective communication skills to explain technical issues to non-technical users.
  • Strong customer service skills to handle user interactions professionally and empathetically.
  • Precision in documenting issues, resolutions, and maintaining system configurations.

Estimated Salary: $60,000 - $80,000 per annum, depending on experience.

Benefits:

  • Competitive remuneration package according to your experience.
  • Opportunity to work in a fast-paced international company.
  • Friendly, motivating, and challenging environment where you can thrive and develop your skills.
  • Continuous training for all your learning and development needs.

Please Note: Although the position is currently remote, it may change to a hybrid model after some time.



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