Mid Support Engineer
TEAM International, Colombia

Responsibilities

• Log customer interactions and tag/categorize issues accordingly
• Identify ways for improving existing process and procedure
• Provide product support for common customer inquiries received via the telephone, email and chat.
• Assess the nature of product or service issues and resolve basic support problems
• Escalate complex issues to more experienced team members L1 / L3 with triage and proper documentation fulfilled.
• Consultation of technical documentation, bulletins and release notes for known problems
• Submit KB articles on a monthly basis to contribute with internal and external DBs
• Reproduction of customer environments on lab equipment
• Suggest areas of improvement in the ticket handling process
• Honor SLAs and metrics in order to achieve customer satisfaction
• Proper follow up of the processes established
• Proactively take action to close tickets in a timely manner
• Understand and learn about company's ecosystem to provide appropriate support level

Requirements

• 3+ years in customer support , helpdesk member
• Demonstrated interest in a technical field
• Empathetic approach to troubleshooting and customer service
• Excellent reading comprehension, listening, speaking and writing skills
• Quick learner, willing to take initiative, passion for applied learning in a fast paced environment
• Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs
• Partner with Customer Success, Sales, Engineering and Product teams to resolve complex problems and identify trends that could potentially have costly and far-reaching consequences
• Experience with SalesForce, Microsoft 365, Windows OS, network devices or other financial management software
• Excellent reading comprehension, listening, speaking and writing skills in English Adaptable and flexible, operating in a fast-paced, dynamic environment.

Benefits

Being a part of TEAM International gives you the chance to work on challenging projects with great professionals, international clients, and the latest technologies.

We have a great benefits package that includes: English lessons, Private Health Insurance, 20+ Vacation days. Gym Bonus, Education allowance, etc.

You will join a great working environment, with chill spaces, you can enjoy our beer Fridays, play station, board games and free snacks at the office, we are in an amazing location at El Poblado’s Milla de Oro Building.

Job Rewards and Benefits