Digital Products Technical Support Expert
Contract Type
Permanent
Country
MEXICO
Location
Guadalajara
Your opportunity
The Digital Products Technical Support Expert is responsible for the complete management of a customer support request from the reception of the request until the final resolution.
Your Mission
- Track customer and internal support requests
- Document problems encountered and provided solutions
- Develop and maintain a knowledge base
- Monitor and respect deadlines in processing requests
- Compile data to produce reports that will provide KPIs about support quality and effectiveness
- Maintain, master and improve support tools
- Help carry out system tests before delivering the production or correction to the customer
Your Profile
Essential Requirements:
- Strong communication skills to foster trust-based relationships with customers
- Ability to listen, comprehend, and demonstrate patience
- Excellent proficiency in spoken and written English
- Mastery of Windows Server operating system
- Proficiency in n-tier applications, web services, and Windows services
Preferred Assets:
- Familiarity with cloud computing
- Proficiency Spanish and English
- French is a plus
- Knowledge of network architecture
- Understanding of databases and SQL
- Familiarity with the Linux operating system
