Customer Support Specialist

hace 2 días


Puebla, Puebla, México Exactlyit A tiempo completo

Role Overview

This role is part of our team at Exactlyit, where you will be responsible for providing exceptional customer support for our IBM Power for Google Cloud customers. As a Customer Support Specialist, you will be the primary point of contact for customers experiencing issues with our platform, and you will work closely with our engineering teams to resolve these issues.

Key Responsibilities

  • Manage technical support requests from customers, providing timely and effective solutions to their problems.
  • Troubleshoot production issues, collaborating with internal engineering teams and Google to address customer incidents and support requests.
  • Understand customer needs and business pain points to deliver outstanding support and maintain high customer satisfaction.
  • Contribute to the development and continuous improvement of Customer Support procedures and infrastructure.
  • Collaborate with engineering and observability teams to improve telemetry and log collection, add new dashboards, and create alerts.

Requirements

  • Bachelor's degree in Computer Science or related field or equivalent work experience.
  • ITSM certification preferred, ITSM foundation training required.
  • 1-5 years of Technical customer-facing experience.
  • Experience with IBM AIX or IBM iSeries is highly preferred.
  • Experience with Google Cloud is highly preferred.

Benefits

  • Healthcare, dental, life insurance, savings fund, Christmas bonus, grocery bonus, annual bonus
  • Vacation, Holidays, and paid leaves
  • Paid office parking
  • Medical related discounts

Work Environment

Our office is located in the heart of Puebla, with views of Popocatepetl volcano, restaurants and amenities close by. We offer a dynamic and collaborative work environment, with opportunities for growth and development.



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