Service Delivery Expert for Managed Hosting

hace 1 día

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

At Ingepsy, we're committed to empowering educators and institutions with innovative solutions that drive student success and institutional growth.

The Opportunity

We're seeking an experienced Service Delivery Expert to join our Managed Hosting Services team. As a dedicated relationship manager, you'll be responsible for providing exceptional customer support, project management, communication, and documentation to a small set of elite customers.

This is a unique opportunity for a skilled professional to contribute to a rapidly expanding technical organization and shape the future of education technology.

Key Responsibilities
  • Serving as the central point-of-contact within Ingepsy's Managed Hosting Services team for a select group of customers, maintaining day-to-day knowledge of all plans, activities, and status of projects and issues involving their hosted environment.
  • Troubleshooting product and managed hosting environment issues to determine root causes, issuing workarounds and solutions.
  • Managing cases via daily queue and workload management, handling escalations, and liaising with internal teams who deploy, configure, and maintain customer environments.
  • Conducting systems audits and analyses on the performance of customers' Managed Hosting environments, providing second-level support, and escalating software defects to Product Development.
  • Focusing on delivering a positive customer experience by actively supporting customers and keeping them informed throughout the lifecycle of each case.
Requirements
  • Fluency in written and spoken English at CEF B2 level or above.
  • Strong knowledge of Linux.
  • 2-5 years of product/project management responsibility, envisioning, and defining new products and features.
  • Quality-conscious with attention to detail in documenting, handling, and tracking technical issues.
  • Trained in product/project management best practices and procedures.
  • Understanding of Internet application technologies, including HTML, XML, SQL, Java, Internet protocols, networking, firewalls, Apache web server configurations, and security.
  • Excellent interpersonal communication skills, strong self-motivation, and ability to establish and maintain effective business and customer relationships.
About Ingepsy

Ingepsy is a leading provider of education and technology solutions. We empower educators and institutions to thrive in a rapidly changing world.

Salary: $80,000 - $110,000 per year, depending on experience and qualifications.

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