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Publicado hace 14 días

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Intermediate

Application Support

Sueldo Negociable

*Salario especifico depende del proceso de seleccion

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4-7 años de experiencia

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Full time

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Remote, Mu00e9xico

icon portfolio

4-7 años de experiencia

icon building

Full time

icon location

Remote, Mu00e9xico

Description

RESPONSIBILITIES: Modify software as necessary including, but not limited to, changing scripts, reviewing application logs and making necessary modifications in database tables and tune peripheral applications to resolve the customer’s problem in a production environment, requiring extreme care and attention to detail. Regularly troubleshoot complex client application, integration and environment issues escalated from Tier 1 support. Troubleshoot/resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly encountered in system operation in a networked environment Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system. Regularly update customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines Provide great customer support through direct customer contact, including by phone, email, and case documentation Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to. Manage an individual open case queue, while monitoring the team escalation queue Regularly receive escalated cases from management, and prioritize accordingly Document and report product/application defects to Development team and escalate unresolved problems to the appropriate resources in accordance with published guidelines Establish relationships with other partner teams that impact technical support (e.g. tool teams, third level team, QA, Development) Follow internal change control process to implement any required product modifications Participate in rotating quarterly “on call” support coverage for escalated issues Provide technical support training and guidance to customers and other team members. Contribute to a knowledge/FAQ database for supported software

Requirements

EXPERIENCE AND KNOWLEDGE: At least 5+ years of related experience required Must have a solid understanding of the Client application and be a Subject Matter Expert (SME) in most areas of the application while possessing deep, specialized knowledge about those components Previous experience in applicable skills such as T-SQL, Python, to include having experience supporting software in a hosted solutions environment Enterprise/mid-sized software support or delivery experience required Must have solid troubleshooting skills and resolve most issues with minimal to moderate effort Previous Windows SQL/TSQL experience required Experience with Python and .net programming a plus Server and component experience with Windows Server (latest and currently-supported versions), IIS configuration, and Service management Excellent documentation, analytical, and problem-solving skills and organizational skills A focus on customer satisfaction, demonstrating initiative, self-motivation, and a keen attention to detail Must have the ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment Knowledge of banking practices is helpful

Skills

.NET

Python

SQL

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