(FD779) - Product Support Analyst I

(FD779) - Product Support Analyst I

01 jul
Bogotá D.C.

01 jul


Bogotá D.C.

Position Details:

- Performs in-depth troubleshooting and analysis on L1 call types, with a focus on resolving issues within the services desk (e.g. - completing programmatic fixes)

- Coordinates with/escalates to operational and programming teams to aide in further triaging of issues – including pulling together internal and external bridges for additional triage as needed

- Owns and manages external customer incidents for the entire lifecycle of the incident - regardless of priority

- Maintains contact with the customer throughout the entire incident lifecycle, communicating status and resolution to ensure customer satisfaction

- Gathers incident details and records those details in the tracking system – including:

- incident description and customer information,

- component of the product or services affected 

- business impacts, workflow and subsequent severity level

- Escalates customer incidents when unable to resolve within the service desk.

- Supports customers per the details contained in the customer maintenance and support contracts

- Maintains a high level of customer satisfaction through professionalism; timely response and resolution of issues

- Follow up on support issues, which include liaising with both the customer as well as Level 4 (R&D;) team.

- Ensure compliance with SLAs and OLAs

- Works in different business times and on-call 24hs / 7 days.

- Shift work stand by support and working on weeknights/weekends/public holidays is required

Key Outputs & Accountabilities

- Basic troubleshooting skills

- Ability to maintain ownership of all issues until resolution and knowledge of when to communicate escalation of issues.

- Works within defined objectives using internal procedures

- Alternative procedures used only after consultation with other experienced staff

- Work is performed under direction/supervision of more senior team members

- Work is reviewed regularly

Desired Skills & Experience

- Works well within a team environment

- Able to communicate effectively to convey and clarify information

- Good written and verbal communication skills

- Able to communicate in English (Fluent) and Spanish

- Basic understanding of client requirements and product implementation

- Experience in Ticket and queue management

- Good knowledge of Microsoft Office

- Technical degree related to IT area

- ITIL accreditation will be an advantage

Technical Requirements (will be an advantage)

- Unix skills

- Oracle Skills

- Database Skills

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