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    • Product Support Analyst - Monterrey - Iipay

    Iipay
    Iipay Monterrey

    hace 1 semana

    Default job background
    Descripción

    Product Support Analyst Opportunity

    We are seeking a highly experienced and motivated Product Support Analyst to join our rapidly expanding business. As a key member of our team, you will be responsible for supporting internal and external users to help drive our goal of 'Paying the Planet.'

    Our highly motivated and engaged team members are at the heart of our success. This role requires engaging with our customers and colleagues to ensure proper resolution and appropriate escalation of issues raised.

    Key Responsibilities:

    • Provide support for end user queries via Tickets; perform the initial investigation into queries and escalate when necessary.
    • Fixing data or configuration files in production to support re-running processing cycles to correct data errors.
    • Corrective code changes and new enhancements of Apps and interfaces released either as emergency or planned releases.
    • Managing client tenants/payrolls e.g., creation process, updates & fixes, support calls
    • Deal with queries related to system generated reports, data uploads and configuration.
    • Maintain documentation and SOPs to enhance the product support capability.
    • Writing user guides and other technical documents will be an important part of this role.
    • The management and delivery of this library of support information via the company intranet will be another key responsibility.
    • Getting involved with testing to understand new features before they are released.
    • Liaising closely with the product development team and accurately communicate complex issues with them both verbally and in writing.

    Requirements:

    • Fluent English and Spanish Speaker.
    • Prior experience supporting software products preferably in a SaaS-based model.
    • Excellent verbal and written communication abilities.
    • Analytical and problem-solving skills.
    • Strong Microsoft Office skills (Excel / Word).
    • Build and use of file types; CSV / XML / JSON.
    • Application development skills.
    • Task management tools.
    • Ability to detect and act upon computer and software misuse.
    • Data Protection.
    • GDPR.

    Desirable Skills:

    • Skills in Microsoft SQL Server, SQL Scripts development, ETL Development, VB.Net and C#, Basic Network & firewall.
    • Citrix knowledge desirable or willing to learn.
    • Products such as: Grupo Tress/ Zendesk / JIRA / MS Teams / Box / Adobe.
    • Analysis various log files and other technical data.
    • Experience in the payroll, financial or human capital management field.
    • Relevant industry qualifications.
    • Additional language skills given the international nature of our business.
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