Technical Solutions Strategist
hace 3 semanas
Job Summary:
INGEPSY is seeking a highly skilled Technical Solutions Strategist to join our team. This role will be responsible for managing the daily operations of technical tasks in the region, helping to define and execute new service strategies, and fielding escalated tickets from Risk and Identity Support teams globally.
Key Responsibilities:
- Direct the daily operations of technical tasks in the region
- Help Define & Execute new service strategies set forth by leadership
- Field escalated tickets from Risk & Identity Support teams globally
- Hire, train, and grow team members on the Risk and Identity Solution product offerings
- Identify and implement strategies to improve quality of service, productivity, and customer communication
- Support, debug and troubleshoot existing applications and/or database issues
- Claim and manage highly technical (API related, Developer centric) escalations from clients and CS teams
- Participate in customer troubleshooting escalations and work sessions
- Troubleshoot product related bugs by reproduction, user testing, log and code analysis
- Produce and maintain reports (mainly SQL / MS Excel) to support data and KPI requirements
- Collecting, interpreting, identifying patterns, and trends in sets of data to resolve inquiries
- Analyze large quantities of data to find trends or patterns of potential issues
- Design and develop tools for automation and process improvement in various software languages
- Provide notifications and offer technical troubleshooting to clients impacted by system wide issues
- Develop software user interfaces using internal tools and frameworks
- Support, maintain and document software troubleshooting for VRM and VAA
- Execute and work through Incident Management for priority client inquiries in region
Requirements:
- University degree or equivalent experience
- 8+ years of experience in a customer support role in software, financial, e-commerce, or information services industry
- Experience diagnosing, reporting, tracking, and resolving software issues
- Experience with File Transfer SFTP
- Experience working in a variety of programming languages
- Experience working in a variety of environments – Windows, Linux
- Experience working with data using TSQL
- Basic network troubleshooting experience
- Programming experience - C#, Java, HTML, XML, JavaScript, SQL, jQuery, CSS, AJAX, HTML, XSL, Perl, PHP
- Must be able to skillfully prioritize and manage concurrent projects and issues
- Demonstrates sense of urgency and timeliness
- Excellent written and verbal communication skills
- Takes the initiative to research and learn on their own: Resourcefulness, motivated, self-starter, willing to learn new programs
- Experience in working with cross-functional/cross-departmental and virtual teams
- Quality Focused: Demonstrates attention to detail listens and requests clarification
- Contributes to building a positive team spirit
- Puts success of team above own interests
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