(FD779) - Product Support Analyst I

(FD779) - Product Support Analyst I

01 jul
|
CSG
|
Bogotá D.C.

01 jul

CSG

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

El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo.com.co/empleo/10087606/fd779-product-support-analyst-i-bogota/?utm_source=html

Postulate a este anuncio

Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.

Suscribete a esta alerta:
Escribe tu dirección de correo electrónico, te permitirá de estar al tanto de los últimos empleos por: (fd779) - product support analyst i
Publica un nuevo anuncio gratuito
Necesitas publicar un anuncio? Con más de 1 millón de usuarios únicos al mes en corto encontrarás el candidato ideal para tu empresa, ¿qué estás esperando!
Publica ahora

Suscribete a esta alerta