Technical Support Analyst 15

hace 2 semanas

Guadalajara, México Necodex A tiempo completo

**Vacante para la empresa Necodex en Country Club -Guadalajara, Jalisco**:
**Responsibilities**:
Primary Front-Line Support:

- Deliver exceptional service while resolving technical and non-technical issues, ensuring customer satisfaction.
- Handle customer communications with professionalism and empathy, even in challenging situations.

Advanced Troubleshooting & Escalations:

- Triage, investigate, and resolve technical issues beyond basic troubleshooting.
- Analyze API logs, resolve data discrepancies, and debug JavaScript or HTML issues.
- Collaborate with Level 2 Support Engineers to address highly technical cases, gaining exposure to code fixes and database queries.

Product & Process Improvement:

- Create advanced internal and external resources, including detailed troubleshooting guides and customer FAQs.
- Analyze recurring issues, recommend process improvements, and provide feedback to cross-functional teams (product, engineering, and support).
- Contribute insights that enhance product functionality through feedback loops and roadmap discussions.

Mentorship & Knowledge Sharing:

- Offer guidance and technical training to Level 1 analysts to enhance the overall team capability.
- Identify opportunities to automate common support tasks, collaborating with operations and engineering to implement solutions.

Merchant & Integration Support:

- Support complex merchant configurations, including ERP integrations and payment workflows.
- Work closely with customers to troubleshoot issues related to platform usage, integrations, and transactional flows.

Performance & Development:

- Meet or exceed individual and team KPIs, focusing on customer satisfaction, response times, and technical escalation handling.
- Actively pursue opportunities for growth, preparing for advancement to Level 2 support roles.

**Minimum Qualifications**:

- Proficiency in web technologies (JavaScript, HTML, CSS) with the ability to debug code snippets.
- Familiarity with APIs and troubleshooting integration issues.
- Basic understanding of database querying (SQL or similar).
- Strong verbal and written communication skills, capable of explaining technical concepts to non-technical users.
- Proven problem-solving skills and the ability to manage multiple priorities.
- Experience using support tools (e.g., Zendesk, Jira).
- High level of empathy and composure when handling customer interactions.

**Preferred Qualifications**:

- Experience with ERP systems (NetSuite, Sage, Acumatica, Microsoft Business Central).
- Understanding of fintech workflows and accounts receivable processes.
- Scripting knowledge (Python or Bash) is a plus.
- Familiarity with API testing platforms (Postman) and browser debugging tools.
- Relevant technical certifications are a bonus but not required.

**Nível de educación deseada**:
Superior - titulado

**Nível de experiência deseada**:
Nível Experto

**Función departamental**:
Tecnología / Internet

**Industria**:
Desarrollo de Software / Programación

**Habilidades**:

- English
- SQL
- API
- SaaS
- Zendesk

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