Specialist, Technical Support, Pro2col
hace 4 semanas
Overview:**Recruiter -** Lorena Padilla**Position reports to**:Carolina Pineda**Work schedule**: Hybrid, going to the office in GDL for 3 daysSTATEMENT:This individual may also work with the product team to support software projects from inception through implementation and maintenance, including working on specifications to help define the user experience for an improved system. They may be required to document project requirements, user stories, and other project artifacts. They may also require skills toDETAILED RESPONSIBILITIES/DUTIES:- Functional understanding of the systems and the development framework for system implementation and maintenance.- Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.- Working ability to effectively recognize and manage interpersonal communication needs. Job Qualifications:**Skills**:- Demonstrated ability to achieve results under limited supervision- Strong written and verbal communication skills, with a demonstrated ability to communicate effectively with all levels of an organization- Professionally handle customer service situations and maintain customer satisfaction as a primary goal- Analyze and troubleshoot escalated issues from L1 support (or) directly from the customers.
Investigate bugs, functional errors, and performance-related problems to identify root causes and ensure timely resolution.- Review system logs, API errors, and audit trails to identify anomalies. Proactively flag potential issues before user impact.- Strong understanding of the technical aspects of iOS and Android app development and design to effectively support, troubleshoot, and resolve escalated issues. This includes knowledge of mobile architecture, platform-specific behaviors, UI/UX flows, and backend integration points.- Proficient in writing and executing SQL queries for data analysis, issue investigation, and root cause identification.- Create or contribute to the knowledge base (KB) articles for recurring issues. Maintain runbooks, troubleshooting guides, and self-help resources.- Provide high-level details of customer problems with reproducible steps to aid QA and development with resolution- Build and maintain effective working relationships across all functional units of the organization.- Ability to work effectively with individuals from diverse countries and cultures, with a strong sensitivity to cultural diversity.- Ability to organize and manage workload efficiently, especially while handling multiple concurrent issues.- Strong work ethic with an emphasis on service and quality.- Ability to function as an effective team member or independently- Motivated self-starter with initiative- Proficient in Microsoft Office tools, including Word, Excel, PowerPoint, and Visio.**Experience**:- 3-5 years demonstrated experience in the Technology/IT industry.**Education**:- Bachelor’s Degree in Computer Science or related field.**Preferred Qualifications**:- Excellent oral and written communication skills- Strong interpersonal and conflict resolution skills- Experience in using Tools like Splunk, Quantum Metrics, or Dynatrace.
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