Aetion - Tier 1 Support Specialist Irc164829

Job:
- IRC164829- Location:
- Argentina - Buenos Aires- Designation:
- Developer- Experience:
- 1-3 years- Function:
- Engineering- Skills:
- Customer Support- Remote- Yes**Description**:
The Tier 1 Support Specialist is a critical role as it is uniquely positioned to capture our overall
client experience with the Client Platform. The primary function of the Support Engineer is to
work with clients who use the client’s Platform and provide exceptional customer service with
laser focus on getting bugs, incidents, requests, and how-to questions resolved in a timely fashion. This
foundational role sits at the intersection of Delivery, Science, Systems Administration, DevOps, Product,
and QA is responsible for collaborating with these teams to provide excellent customer service.

**Requirements**:

- Required- Bachelor’s Degree preferably in Computer Science or Engineering
- 2+ years supporting a SaaS platform
- Strong demonstrated technical troubleshooting skills
- Exceptional organizational, time-management and planning skills with a strong attention to detail
- Excellent written & oral communication
- Focus on customer service and satisfaction required
- Strong computer skills with a proficiency in successfully learning new technologies quickly

Preferred- Has enthusiasm, passion and a positive attitude
- Eager to collaborate and work in teams
- Solutions oriented and ability to troubleshoot

**Responsibilities**:

- The following duties include, but are not limited to:
- Working with 3rd party tools to configure and setup of client’s offerings

lifecycle to closure including:
- Document pertinent details of the issue
- Attempt to provide first call resolution
- Routing the ticket to the appropriate team for resolution
- Ensuring the ticket is updated routinely and the client is updated on progress
- Closing the ticket and confirming closure with the client
- Ensuring the ticket has the appropriate information before it is closed to reflect updated

information on the nature of the issue and how it was specifically solved and the time
- taken to resolve
- Collaborate with our Product, Technology and Science teams to diagnose, resolve and escalate

bugs
- Create reports from key metrics in ticketing system (e.g. recurring incidents, mean time to

closure) and develop action plans to improve Support team performance
- Be available for occasional on-call coverage, including weekends

**What We Offer**:
**Exciting Projects**: Come take your place at the forefront of digital transformation With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.

**Collaborative Environment**:Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities

**Work-Life Balance**:GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules.We offer you the best quality of work life so that you exceed the expectations of our clients, while achieving your professional and personal ambitions.

**Professional Development**:Our dedicated Learning & Development team regularly organizes English classes, professional certifications, and technical and soft skill trainings. We also offer the chance to travel internationally

**Excellent Benefits**:We provide our employees with competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.

**About GlobalLogic**: GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world. By integrating experience design, complex engineering, and data expertise—we help our clients imagine what’s possible, and accelerate their transition into tomorrow’s digital businesses. Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries. GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.