Support Engineer

• Provide Level 2 Support to customers - resolving technical issues / error messages encountered by customers and/or monitoring applications in a live production environment.
• Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
• Meets with clients or internal teams to gather and document business requirements and/or tasks.
• Primary contact point for client’s business interests and work toward resolution of issues.
• Assumes overall responsibility for defining a solution that matches client’s business needs.
• Develop and maintain documentation for all client and/or internal processes and procedures.
• Lead testing efforts for projects that introduce new systems and technologies into the contact center.
• Responsible for act as liaison with technical groups to ensure business needs are met fully with technological solution.
• Responsible for working with internal teams to determine production impact of process implementations.
• Ensure compliance with SLAs and OLAs

Technical Support Analyst I

Technical Support

Agente de Soporte Técnico, Bilingüe

Analista de Soporte Backup, Junior

EDI Production Support Analyst – LATAM