Junior Support Engineer (Bllhrn)
TEAM International, Colombia

• 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 problemsSubmit monthly KB articles to contribute with internal and external DB s
• Reproduction of customer environments on lab equipment
• Suggest areas of improvement in the ticket handling process
• Honor SLA s and metrics to achieve customer satisfaction
• Proper follow up of the processes established
• Proactively take-action to solve tickets in a timely manner
• Understand and learn about company's ecosystem to provide appropriate support level

Requirements

• 1+ Years in customer support, helpdesk member
• Demonstrated interest in technical fields
• Empathetic approach to troubleshooting and customer service
• Quick learner, willing to take initiative, proactive to propose new solutions that help TEAM International’s customer improve their actual processes, passion for applied learning in a fast-paced environment
• Demonstrated attention to detail, with the ability to quickly ramp upon new products, new technologies, and evolving customer or business needs
• Partner with Customer Success, Sales, Engineering and Product teams to resole complex problems and identify trends that could potentially have costly and far-reaching consequences
• Experience with ticketing tools, Working with ticketing systems, Microsoft/Google admin portals, operating automation tools such as BetterCloud, Adaxes.
• Experience with online calling solutions as Cloud9, RingCentral
• Excellent reading comprehension, listening, speaking, and writing skills in English, adaptable and flexible, operatingin 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