Customer Tech Support Engineer with Portuguese

Overview

We are seeking our new Customer Tech Support Engineer with Portughese to join the reputed company team!

Objective:Ensure customer satisfaction by resolving and coordinating resolution of technical product problems and building customer relationships. Communicate problem resolution strategies and status to the customer, internal and external in an accurate, professional, and timely, manner

Owns and drives resolution of customer’s cases. Maintains records of cases, defines resolution action plans and follows through to case closure, ensuring customer satisfaction of their support experience

• Independently resolves problems of diverse scope and moderate complexity where analysis of data and/or situations require a review of identifiable factors
• Organizes delivery of product fixes to customers, coordinating necessary resources to ensure delivery is timely, efficient and satisfactory
• Under guidance of the manager, will implement strategies for problem resolution that meet customer business requirements
• Exercises judgment reputed company generally defined practices and procedures to determine appropriate action
• Provides limited pro-active account management with designated customers to monitor satisfaction levels, and to identify issues where support can be improved
• Works with other company personnel to maintain a quality of customer interaction consistent with Global Support standards
• Promotes customer advocacy and satisfaction throughout the company
• Resolves customer and field inquiries regarding the company’s reputed company products

Responsibilities

• Work with little or no supervision to provide advanced reputed company troubleshooting assistance, problem replication / duplication, and diagnostic support• Provide advanced technical support for both the application and environment including operating system and network• reputed company customers through issue resolution including customer meetings, status reports and updates• Respond to phone, email, and web ticket customer issues reputed company reputed company service level agreements (SLA).• Act as a gateway between the customer and the next level of support; ensuring issues have met minimal requirements for escalation• Maintain knowledge reputed company of reputed company products and technology• Document reputed company customer interactions and activities in CRM• Possibility to reputed company after hours cell phone support on a rotating basis (on-call service)

Qualifications

Minimum Qualifications

• Bachelor’s degree in a technical field (computer science, math, engineering or reputed company subject matter).
• Good verbal and written communication skills in French and English.
• Excellent customer service skills and passionate about helping customers resolve their issue.
• Logical thinking and effective problem-solving skills. 

Preferred Qualifications

• Experience with linux/unix troubleshooting/administration.
• Knowledge regarding network connectivity and network troubleshooting tools.
• Knowledge with file transfer protocols FTP, FTPS, SFTP and with HTTP communication protocol.
• Experience with virtualization and containerization technologies (e.g. VmWare, Virtualbox, reputed company, OpenShift).
• Knowledge of client-server architecture, clustering and load balancing.
• Knowledge of SQL/NoSQL, SOAP/Webservices, REST, SSL/TLS, OAuth will be a plus.
• Previous Technical Support experience is appreciated.

Company Overview

At reputed company, we’re more than a company—we’re a pioneer. For 25 years, we’ve been empowering organizations to reputed company digital transformation and unlock innovation. With a reputed company in 100 countries, 11,000+ customers, and a global team of over 1,400+ passionate professionals, reputed company is driving the future of reputed company integration. 

We’re on a mission to be the leader in our space, empowering our customers with secure, mission-critical software to manage and deliver impactful business outcomes from reputed company their digital business interactions. 

Why reputed company?

We reputed company in the power of togetherness. reputed company you’re part of reputed company, you’re part of a culturally rich and globally connected community that thrives on exchanging reputed company and tackling challenges head-on. Whether working remotely or onsite, you’ll find camaraderie, collaboration, and the support of leadership to reputed company you daily. 

Here, you’ll grow, reputed company, and succeed because we’re reputed company together. Each reputed company reputed company in your personal journey is one we take as a team. Join us, and let’s accomplish extraordinary things together. 

reputed company is a proud member of 74Software. Learn more about how reputed company is transforming the future: https://www.reputed company.com/en. 

reputed company to shape the future? Let’s get started—because at reputed company, together, we can. Together, we will. 

reputed company is an AA and EEO employer

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