Technical Support Representative

hace 4 días

Monterrey, México U hi A tiempo completo

**TECHNICAL SUPPORT REPRESENTATIVE****MANDATORY TECHNOLOGIES**------------------ Proficient in a Data structure, Data modeling and SQL- Systems: Bigdata or Any cloud technology- Working knowledge on any programing or scripting language i.e. Python/HTML- Any visualization tool - QlickView/Looker/Tableau**MAIN EXPERIENCE REQUIRED**:-------------------- Degree in IT / Computer Science / related discipline with 6+ years of experience in IT industry as a Support Engineer with Development experience.- Experience in leading teams technically- Experience in enterprise level Product Support experience.**MANDATORY SKILLS / REQUIREMENTS**:--------------------------- Excellent customer interfacing skills.- Excellent written and verbal communication skills.- Strong attention to detail and outstanding analytical and Problem-solving skills.**HIRING TYPE**:------- Employee**DESIRED SKILLS, TECHNOLOGIES AND EXPERIENCE**:---------------------------------------**PROJECT ACTIVITIES AND RESPONSIBILITIES**:----------------------------------- Maintain response and resolution speed as defined by SLOs;- Keep high customer satisfaction scores and follow quality standards in 90% of cases.- Assist and respond consults from other Technical Support Representatives through existing systems and tools.- Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment.- Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis.- Understand business impact of customer issue report and follow internal issue prioritization guidelines, provide justification on priority for a given single customer report.- Reactively file issue reports to Product Engineering team, build documentation, procedures, document desired behavior and/or steps to reproduce, and suggested code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution.- Perform community management tasks as needed by the business.- Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features).- Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues and act as an advocate for such issues with Product Engineers and Program Managers.)- Adhere to project timelines and create release deliverables.- Participate in debugging design/code issues and identify the root cause.Tipo de puesto: Tiempo completoSalario: $25,000.00 - $52,000.00 al mesBeneficios:- Seguro de gastos médicos mayores- Seguro de vida- Vacaciones superiores a las de ley- Vales de despensaHorario:- DiurnoConsideraciones ante el COVID-19:Sí, procesos de entrevistas 100% remotos.Trabajar desde casa:- Temporalmente debido al COVID-19

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