Support Analyst - Monterrey, México - Atos

Atos

Empresa verificada

Monterrey, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Support Analyst:

Publication Date: Jan 29, 2024
Ref

No:

Location:
Monterrey, Nuevo Le

- n, MX, 66490
Who we are.
Together we create
reliable and responsive digital foundations for the world's businesses, institutions, and communities.
Learn more on
Advancing what matters

The future is our choice

At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space.

Together we bring the diversity of our people's skills and backgrounds to make the right choices with our clients, for our company and for our own futures.

Perform first-level diagnosis and troubleshooting support to end-users and customers.

Work under minimum supervision and receive inbound transactions and inquiries, provide support in accordance with established processes and document incidents and remedies.

Escalate complex incidents to second-level support personnel.

Troubleshoots via the phone, chat or other support channels, hardware, software, and network operating problems and involves technical resources to ensure resolution
Applies understanding and knowledge of information systems products and services to assist users
Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
Coordinates referrals to appropriate technical, professional, or service personnel
Receives and prioritizes issues and forwards using appropriate escalation procedures
Provides functional or task leadership
Coordinates special projects and system upgrades
Briefs customers and/or management on the status of resolution efforts
Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel
Recommends system or process improvements, including procedures, training, and enhanced documentation
May provide occasional functional and technical guidance to less experienced staff.
The incumbent oversees and coordinates with quickresponse customer support team and interfaces with clients (over the phone or other support channels like Chat support or Self Service Incidents/backlogs) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to resolve client issues.
The incumbent works under limited supervision to provide prompt and professional Help Desk service through quick processing and prioritization of a variety of problems.
All other duties as assigned

Qualifications:

Portuguese and English language
Basic troubleshooting skills
Customer service and/or call center experience it's a plus

Learn more about us

At Atos, we embrace diversity as the ultimate engine of ingenuity for our clients, and we constantly strive to create a culture where people feel supported and encouraged.