Spanish Bilingual Technical Support Representative L3 - Medellin, Colombia - SupportNinja

Descripción

We're obsessed with growth. From enabling companies to flourish, to helping careers bloom. SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo. Salary: COP 4,650,000 Start Date: ASAP Work Schedule: 9:00 AM - 5:00 PM EST, Monday-Friday Work Set Up: Remote Type of Contract: Full Time Equipment Provision: Bring-Your-Own-Device (BYOD) Job Summary : Acting as an escalation point for client Subject Matter Experts, Product Support Analysts act as the primary point of contact for client technical teams. Through a combination of technical investigation and troubleshooting, as well as collaborating with teams, PSAs offer a world class support experience for Administrators with varying degrees of technical expertise across the Enterprise, Higher Education, and K-12 segments. Successful candidates must have strong analytical skills and be creative problem solvers. They will be able to make accurate risk assessments and demonstrate above-average attention to details and competencies. They are excellent communicators and are comfortable discussing technical issues with clients whose technical expertise may vary.

What does a day in the life as a Technical Support Representative look like?

Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering.

Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents.

Identify and correct improperly configured installations.

Replicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution.

Create, update, and resolve support cases within defined Service Level Objectives

Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports

Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles

Participate in collaborative troubleshooting sessions to identify root causes of complex issues

Participate in a shift rotation including weekdays, evenings, and weekends

Perform other duties as assigned by Manager

What are the required qualifications of a Technical Support Representative?

Minimum of 1 year of relevant work experience in a similar role and customer service

Minimum of 6 months - 1 year experience working in a Helpdesk environment

Ability to work with API automation using tools such as Postman

Ability to join large flat files such as CSVs in SQL, Excel, or BI Tools

At least 1-2 years of working knowledge of Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies

Excellent communication (Spanish/English written and verbal), problem solving and management skills

What are the nice to have qualifications of a Technical Support Representative?

Bachelor's degree in Computer Science or equivalent technical experience

Certifications

LMS experience – user, administration, and/or support

Experience with Salesforce or any other ticketing system

Working knowledge of Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions.

Web applications and how they work at a high level (web servers, database servers, client-to-server communication)

Wireshark, Fiddler, and other browser based diagnostic and reporting tools

What are the core competencies needed as a Technical Support Representative?

Communication skills, Transparency, Proactiveness

Problem Solving skills and Decision making

Organization skills and Result Oriented

Logical Thinking skills

$4,650,000 - $4,650,000 a month Ninja Perks and Benefits ●Competitive compensation ●Paid time off, birthday leave ●Bonus and incentive plans ●Opportunities for skills training and personal and professional development ●Employee Referral Program Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow Are you ready? Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.