Technical Support Representative - Monterrey, México - U hi

U hi

Empresa verificada

Monterrey, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Technology Support Representative

MANDATORY TECHNOLOGIES

Any visualization tool

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 Problemsolving skills.

MANDATORY SKILLS / REQUIREMENTS

Excellent customer interfacing skills.
Excellent written and verbal communication skills in English
Strong attention to detail and outstanding analytical and Problemsolving skills.

HIRING TYPE:
Employee

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 codelevel resolutions for complex product bugs, assist engineers to drive bugs to resolution.
Perform community management tasks as needed by the business.
Take cases involving customerspecific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features).
Provide hightouch assistance to highest Tier customers, build indepth 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.