Support Engineer
New
H
HelpwareTechnical support
Location: Mexico / BrazilFull-TimeJunior
Salary not disclosed
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Job Details
- Experience
- 1+ years of experience with technical support or equivalent is required; 1+ years of experience in a call center environment or equivalent is required
- Required Skills
- SQLHTMLCSSJavascriptTechnical support
Requirements
- Have at least 1 year of experience in technical support or equivalent.
- Have at least 1 year of experience in a call center environment or equivalent.
- A two-year degree in a technical curriculum is preferred.
- Experience with XML and Web Services solutions is a plus.
- Experience with databases, SQL, JavaScript, and HTML/CSS is a plus.
- Working knowledge of AS2 is a plus.
- Strong analytical, interpersonal, oral communication, written communication, teamwork, and technology problem-solving skills are desirable.
- Ability to work effectively in a matrix environment is desirable.
Responsibilities
- Provide service in accordance with Service Desk Operating Procedures and defined Service Level Agreements.
- Understand customer needs and identify the root cause of inbound requests.
- Take ownership of customer requests through resolution and manage inbound requests.
- Resolve assigned customer requests within established service levels while balancing workload.
- Monitor and help resolve functional escalations from agents in partner locations.
- Participate in the client's Customer Community.
- Build subject-matter expertise in customer-facing applications and internal service desk tools and technologies.
- Escalate appropriate requests to more advanced functions within the service model.
- Provide after-hours support for priority incidents as needed.
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