Advanced Technical Support

hace 1 semana

Guadalajara, México Helpware A tiempo completo

**About Us**
It's simple, we prosper by putting people ahead of profits. Point blank.
We created Helpware because we saw a need to change the way business is done in our world of outsourcing. We believe employee satisfaction doesn't need to be compromised in order to deliver the best quality to our clients. In fact, we discovered that enhancing our employee experience is exactly how we provide high-class service to our powerhouse clients. Helpware is a better kind of outsourcing, one centered around People.

**What is this role about?**:
As an Advanced Technical Support, you will deliver world-class support to our customers.

**What awaits you in this role**:

- Be the Electronic Health Record (EHR) integration expert and monitor sync stability for customers and partners
- Find the root cause of a customer's issue, map the issue to the associated area of the product, and provide reproducible steps to engineering teams
- Be a resource - you will provide cross-functional front-line team members with support in resolving customer issues, translating technical concepts into a more digestible manner, and expanding internal knowledge
- the voice of the customer - listen, understand the root of the customer's problem, and use data to analyze feedback and improve how we work
- Share knowledge by documenting and training cross-functional teams

**What we are looking for**:

- 2 or more years of experience working in a fast-paced SaaS environment
- An excellent understanding of SQL queries and databases
- Familiarity with debugging browser issues using developer tools /Javascript console
- Working knowledge of Python, Ruby and familiarity of AWS
- A deep understanding of both physical and virtual server infrastructures, including virtual machines.
- Familiarity with troubleshooting in Windows and IT Infrastructure experience is a plus
- Experience with Jira, Confluence, or other defect-tracking software and CRMs such as Salesforce are a plus
- Ability to thrive without a playbook and adapt to a dynamic product
- Strong bias to action - we are growing fast and there is no time to waste
- Strong written and verbal communication skills in the English language

**What we offer**:

- Law Benefits
- Social Security (IMSS)
- 12 Vacations Days after First Year
- Vacation Bonus (Prima Vacacional)
- Christmas Bonus (Aguinaldo)
- Sunday Bonus (Prima Dominical)
- Food Vouchers
- Health Insurance
- Excellent Work Environment
- Opportunities for Growth
- On Staff Nutritionist
- Convenient Partnerships for Food and _More_

**Our Client's Background**
Our client connects patients, doctors, and developers to accelerate healthcare innovation.

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