Technical Support Engineer

hace 2 semanas


Colombia ATOM CHAT S.A.S A tiempo completo

**Atom Chat** es una plataforma SaaS B2B especializada en Comercio Conversacional a través de Whatsapp, impulsada por inteligencia artificial que permite a las empresas maximizar sus ventas digitales al mismo tiempo que les permite integrar y mejorar radicalmente sus puntos de contacto con los clientes.

**Descripción del puesto**

El equipo de** Techical Support** es el área encargada de llevar a cabo la resolución de tickets generados por clientes a través de nuestro software.

Como **Technical Support Engineer **serás el primer punto de contacto para los usuarios que buscan asistencia y trabajarás en estrecha colaboración con otros miembros del equipo para garantizar que todos los problemas se resuelvan de manera rápida y eficiente.

**Responsabilidades**
- **Brindar soporte técnico preciso y útil**:Investigar a fondo los problemas del usuario, diagnosticar la causa raíz y brindar soluciones claras y concisas.
- **Colaborar con otros miembros del equipo**: Trabajar en estrecha colaboración con el equipo de desarrollo, producto, CSM y otros equipos para identificar y abordar problemas recurrentes.
- **Mantenerse actualizado sobre las actualizaciones y funciones de la plataforma**: Aprender continuamente sobre las nuevas funciones y actualizaciones de la plataforma Atom Chat para brindar un soporte integral.
- **Documentar soluciones y base de conocimientos**: Crear y mantener documentación de problemas comunes y soluciones para mejorar las opciones de autoservicio.
- **Contribuir a una experiência positiva del cliente**:Mantener un comportamiento profesional y servicial, asegurando que todas las interacciones con los usuarios sean positivas y productivas.

**Habilidades**
- Competente en la resolución de problemas y la resolución de problemas técnicos.
- Excelentes habilidades de comunicación (tanto verbales como escritas) e interpersonales.
- Capacidad para trabajar de forma independiente y como parte de un equipo.
- Adaptabilidad a un entorno dinámico y en constante cambio.
- Excelentes habilidades para resolver problemas y analíticas.
- Gran atención al detalle y compromiso con brindar soporte de alta calidad.
- Habilidad para interpretar errores en la consola del navegador y comprender protocolos HTTP, REST y lógica de microservicios.

**Requerimientos**
- Mínimo de 3 años de experiência en soporte técnico o un puesto similar.
- Sólida comprensión de soluciones de software como servicio (SaaS).
- Manejo y conocimiento de CRM Hubspot.
- Experiência utilizando Jira u otros softwares de gestión de proyectos ágiles.
- Conocimientos sólidos de sistemas operativos Windows y Linux, Oracle WebLogic Server, Redhat, SQL y Google Cloud Platform.
- Experiência con Firebase y Dialogflow es deseable.

**Beneficios**
- Relación laboral a largo plazo bajo modalidad de prestación de servicios.
- Pago de sueldo en USD.
- 20 días hábiles de vacaciones al año pagas.
- Días festivos libres.
- Reintegros por servicios de salud y bienestar.
- Budget para capacitaciones y desarrollo de carrera.
- Cultura centrada en las personas, donde apoyamos tus sueños personales

**La posición es 100% remota desde LATAM.**

Tipo de puesto: Tiempo completo



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