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Customer Support

hace 2 semanas

Guadalajara, México FICO A tiempo completo

**FICO (NYSE: FICO) **is a leading global analytics software company, helping businesses in 90+ countries make better decisions. Join our world-class team today and fulfill your career potential

**Job Summary**

**Job Description**:
**The Opportunity**:

- “As a Product Support Engineer, you will provide remote technical support to internal and external clients globally for both hosted and on-premise solutions by supporting our diverse product portfolio. You’ll collaborate through innovation with IT, operations teams, product development and product management.” - VP, Product Support.**What You’ll Contribute**:

- Product/Customer support for global clients.
- Manage the flow of customer’s incidents via telephone, Cases/Incidents, and working with next level support, Infrastructure teams, Product teams and manage end-to-end communication with clients based on agreed SLAs.
- Triage and escalate incidents in a timely manner according to standard operating procedures.
- Act as a liaison between engineering and consulting teams to resolve incidents.
- Maintain and determine ways to improve the customer experience, always demonstrating a strong client-focus with professional communication.
- On-board customers to the support portal in real-time for assigned region.
- Exercise judgment within defined practices and procedures, provide status on progress and makes recommendations on process improvements.
- Manage work assignments, priorities, and schedules with input from senior specialists or direct manager.

**What We’re Seeking**:

- Bachelor’s degree or equivalent.
- Good knowledge on cloud platform.
- Flexible to work in primarily US shift hours, 24x7 environment
- This would be permanent weekend schedule, Friday to Tuesday
- Demonstrates the ability to troubleshoot issues, disturbances, and failures in platform and systems, and work with internal and external stakeholders to restore functionality.
- Ability to prioritize and manage multiple incidents.
- Demonstrated ability to interact with diverse customer base successfully.
- Knowledge/prior exposure to Incident/Problem Management. Process knowledge e.g. managing and tracking requirements, design, etc.
- Thrives in a fast-paced environment with the ability to successfully manage and prioritize multiple tasks.
- Understanding of ITIL framework
- Knowledge of AWS concepts
- Basic knowledge on Monitoring tools.
- Excellent written and verbal skills.

**Our Offer to You**:

- A culture and work environment strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
- The opportunity to make a difference by leveraging your unique strengths.
- Highly competitive compensation and rewards.
- Opportunities to give back to your community, social events with colleagues and a comprehensive benefits program inclusive of progressive parental leave.

**Why Make a Move to FICO?**:
At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today - Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, predictive and prescriptive modeling, and much more.

FICO makes a real difference in the way businesses operate worldwide:

- Credit Scoring — 150+ billion FICO Scores have been sold to date, making it the most used credit score in the world.
- Fraud Detection and Security — 2.6+ billion payment cards globally are protected by FICO fraud systems.
- Lending — 3/4 of US mortgages are approved using the FICO Score.
- Anti-Money Laundering — our solutions check more than half a billion transactions a day to prevent criminal schemes such as terrorist financing

Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We support many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success.

Our success is dependent on really talented people - just like **you **- who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks

FICO values the benefit that diversity and a culture of inclusion bring to our workplace. We are an equal employment opportunity and affirmative action employer and we’re proud to offer employment and advancement opportunities to all applicants without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.