Support Engineer I

hace 2 días

Xico, México Jda Software A tiempo completo

Job Summary

We are seeking a highly skilled and motivated Support Engineer I to join our team at Jda Software. As a Support Engineer I, you will be responsible for providing exceptional customer support and technical expertise to our clients.

Key Responsibilities:

  • Technical Support: Provide timely and effective technical support to customers, resolving issues with low to medium severity, and occasionally high or critical issues.
  • Proactive Monitoring: Resolve internal proactive monitoring cases generated by our internal tools, ensuring seamless application support to our customers.
  • Case Quality Training: Attend case quality training and adhere to SLA/SLO and quality practices, ensuring high-quality support to our customers.
  • Customer Satisfaction: Obtain customer satisfaction by displaying ownership, engagement, and pro-activeness, working closely with our leads and mentors to improve quality.
  • Out-of-Office Support: Provide out-of-office support to facilitate our 24x7 customer support, in line with our contract of employment and country legislation.

Communication and Collaboration:

  • Effective Communication: Communicate effectively with customers, both verbally and in writing, ensuring clear and concise communication.
  • Collaboration: Collaborate relentlessly and passionately with various teams and partners, displaying professionalism and empathy during internal and external conversations.

Building Competency:

  • Technical Skills: Build medium skills as required to support a given Jda Software solution, including DBMS, code debugging, and platform support engineering.
  • Product and Domain Knowledge: Attend product boot-camp and learn standard product features to resolve non-complex issues, acquire basic domain knowledge to understand business processes, and build basic understanding of different Cloud models and solution architecture.

Requirements:

  • Technical Skills: DBMS, code debugging, platform support engineering, and basic understanding of contemporary and up-to-date SaaS technical toolsets.
  • Product and Domain Knowledge: Basic understanding of different Cloud models, solution architecture, and application deployment framework.

What We Offer:

  • Opportunity to work with a leading software company.
  • Collaborative and dynamic work environment.
  • Opportunities for growth and professional development.

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