Technical Support Specialist

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Trustonic A tiempo completo

About the Role

We are seeking a highly skilled Technical Support Engineer to join our team at Trustonic. As a Technical Support Engineer, you will play a pivotal role in providing exceptional customer support and resolving complex technical issues for our customers.

Key Responsibilities

  • Resolve complex technical support requests in both production and non-production environments.
  • Collaborate with support and other teams to provide high-quality and effective customer experience.
  • Accept and troubleshoot customer cases submitted to a global queue.
  • Leverage the Knowledge Centred Support (KCS) methodology for solving and documenting case resolutions.
  • Author, publish, and evolve KCS articles as a by-product of solving issues.
  • Communicate technical details in a clear and concise manner.
  • Continuously learn new skills, technologies, and products, keeping up with Trustonic's SaaS Platform.
  • Participate in regular testing of the product, including new releases.
  • Help improve all customer-facing documentation in areas of expertise (Wiki & Zendesk).
  • Demonstrate the ability to work within support tools and manage work volume as communicated by the manager.
  • Provide timely updates and manage customer expectations.

Requirements

  • 4+ years of related experience and/or bachelor's degree with 2-4 years' experience.
  • Preferred Support experience in JIRA & Zendesk.
  • Skills in SQL DB, Linux SSH Keys and certificates, Git, APIs.
  • Basic knowledge of BASH scripts/Python and Knowledge of AWS.
  • Ability to read, write, and speak English fluently, communicating complex technical problems and solutions to customers of all skill levels while being personable.
  • Exposure to mobile technologies (extremely advantageous).
  • Fluency in English is required as it is the business language, globally.

What We Offer

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • The chance to work with a leading technology company.

About Trustonic

Trustonic is a global technology company that provides innovative solutions for the mobile industry. We are committed to delivering exceptional customer support and building long-term relationships with our customers.

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