Support Engineer

Ciklum is looking for a Support Engineer to join our team in Argentina.

We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

As a Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow.

Are you looking to advance a career in customer service, and support? Do you have a knack for helping people and an eagerness to problem-solve? Want to be a member of a high-performing customer support center environment? Good news! Our client is looking for a Technical Support Specialist to join their team. Reporting directly to the Technical Support Manager, the Technical Support Specialist will perform first level technical support services for all technology-based commercial services (customer facing solutions). This role will be responding directly to customers' support queries. The Technical Support Specialist will follow a standardized approach to understand the needs of the customer and recommend the proper utilization of the best solution or capability based on those needs. In handling of reported incidents, thorough symptom assessment will be employed to establish the root cause. Using a step-by-step process, this role will guide the customer through problem resolution and/or functional training as appropriate.

Responsibilities:

Ensuring service is provided in accordance with our client's Service Desk Operating Procedures and adheres to defined Service Level Agreements

Actively seeking to understand the customer’s needs and/or the root cause of the current inbound request

Acting as a customer advocate and seeking to take ownership of customer inbound requests through resolution

Managing inbound requests from customers

Resolving assigned customer inbound requests within established service levels and balancing workload

Monitoring, balancing, and helping to resolve functional escalations from agents in partner locations

Actively participating in the Customer Community of our client

Continuously striving to become a subject matter expert in all customer facing applications and internal service desk tools and technologies

Following established protocols to escalate appropriate requests to more advanced functions within the service model

Providing after-hours support for priority incidents as needed

Requirements:

Two-year degree in a technical curriculum preferred

1+ years of experience with technical support or equivalent is required

1+ years of experience in a call center environment or equivalent is required

Desirable:

Excellent analytical and interpersonal skills

Exceptional oral and written communication skills

Solid teamwork qualities and ability to work effectively in a matrix environment

Excellent technology problem-solving skills

Experience in any of the following a plus: XML and Web Services solutions

Database, SQL, JavaScript and HTML/CSS

Working knowledge of AS2

What’s in it for you?

Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance and mental health programs, 5 undocumented sick-leave days per year

Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy license, language courses and company-paid certifications

Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally

Long-term employment with 20 working-days paid vacation and local bank holidays

Flexibility: 100% remote work mode

Opportunities: we value our specialists and always find the best options for them. Our Internal Mobility Program helps change a project if needed to