Technical Support Specialist

hace 7 horas


Buenos Aires, Buenos Aires C.F., Argentina ESET A tiempo completo
Job Title: Technical Support Specialist - Regional LATAM

Job Summary:
To provide expert technical support to clients in the LATAM region, ensuring timely resolution of incidents and requests. This role involves investigating and diagnosing complex technical issues, collaborating with development teams, and creating knowledge articles to enhance the support experience.

Responsibilities and Duties:
  • To resolve incidents and requests within agreed-upon service level agreements.
  • To escalate unresolved incidents to the next level of support (development team).
  • To liaise between commercial support and development teams.
  • To identify problems and investigate their root cause.
  • To investigate and diagnose all incidents and requests.
  • To verify resolution with the requesting party.
  • To create and submit knowledge articles.
  • To track incidents from start to finish.
  • To solve known incidents and problems.
  • Scope: Regional LATAM.

Requirements:
  • Education: Student of Information Systems or related fields.
  • Experience: At least 1 year of experience as a support engineer or developer.
  • Knowledge: HTML, XHTML, CSS, XML, PHP, and JavaScript.
  • Knowledge: Functional and technical analysis (running queries/SQLs to perform analysis, confirm hypotheses, identify behavioral patterns).
  • Knowledge: Monitoring and ticket management tools.
  • Analytical skills.
  • Language: English: intermediate.
  • Personal characteristics: Teamwork, organization, initiative, and communication.


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