Technical Support Specialist

hace 2 meses

Ciudad de México, Ciudad de México Audible A tiempo completo

ROLE OVERVIEW
Audible is seeking a proactive and enthusiastic Technical Support Specialist to enhance our expanding team.

If you possess a customer-centric mindset along with innovative problem-solving abilities and have a background in supporting technology operations, this position could be an excellent fit for you.

As part of our organization, you will have the chance to advance your career while assisting Audible's services, platforms, and our distinctive Activate Caring ethos.

This role presents a remarkable opportunity to utilize your communication, technical, and analytical skills to make a significant impact on millions of users globally.


As a Technical Support Specialist, your responsibilities will include...

  • Developing expertise in one or more service areas
  • Conducting support activities for these services and collaborating with development teams to enhance service support
  • Working under management guidance to effectively drive issues to resolution
  • Grasping the business logic and architecture of supported services to resolve undocumented issues
  • Analyzing complex application code and implementing approved code modifications to address support challenges
  • Offering mentorship, training, documentation, and resources to fellow Support Specialists to facilitate their support efforts
  • Actively contributing to the creation and enhancement of all support documentation
  • Executing code builds and deployments while providing regular status updates before, during, and after each deployment
  • Creating and interpreting metrics that assess support success and service performance
  • Assisting in the development and refinement of operational policies and procedures utilized by teams and internal stakeholders
  • Engaging constructively in the planning of the team's initiatives
  • Demonstrating the ability to design simple and effective tools to boost operational efficiency
  • Learning to contribute to the design and development of support tools using best practices in software engineering
  • Mentoring fellow Support Specialists and participating in the recruitment and onboarding of new team members

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