Specialist, Technical Support (Application Support)

Recruiter - Lorena Padilla

Position reports to: Carolina Pineda

Work schedule: Hybrid, going to the office in GDL for 3 days

Position Summary Statement:

The Specialist, Technical Support, is responsible for diagnosing and resolving application issues to ensure optimal performance and usability for the various system users, and providing root cause analysis with recommendations for improvements. Also shares the responsibility for the day-to-day maintenance and support of the consumer and Members' web applications and Apps in operation, including tasks related to identifying and troubleshooting application issues and escalation.

This individual may also work with the product team to support software projects from inception through implementation and maintenance, including working on specifications to help define the user experience for an improved system. They may be required to document project requirements, user stories, and other project artifacts. They may also require skills to 
detect, analyze, diagnose, report, and resolve problems, and create enhancement requests associated with applications. Some basic understanding of programming and debugging duties may be required to develop queries/reports of varying complexity and troubleshoot application issues.

Detailed Responsibilities/Duties:

• Work with internal stakeholders to understand complex, dynamic business rules and apply those rules to fully understand the application.
• Engage end users and internal business units to support the application to ensure it is fully operational with minimal issues or defects.
• Functional understanding of the systems and the development framework for system implementation and maintenance.
• Review and track online application trends for recommendations for improvement and support
• Advanced ability to research, analyze, and recommend improvements to the web applications/Apps.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Working ability to effectively recognize and manage interpersonal communication needs.

Skills:

• Demonstrated ability to achieve results under limited supervision.
• Strong written and verbal communication skills, with a demonstrated ability to communicate effectively with all levels of an organization.
• Handle customer service situations in a professional manner and maintain customer satisfaction as a primary goal.
• Troubleshoot, diagnose, and repair product and service concerns.
• Understanding of system architecture of Application and System Integration Processes.
• Provide high level details of customer problems with reproducible steps to instruct QA and Software Development teams with troubleshooting steps.
• Contribute to and use Knowledge Base.
• Ability to interact effectively with individuals from different countries and cultures, with a sensitivity to cultural diversity.
• Knowledge of technical aspects of web application development and design including .NET, SQL, HTML, XML, Java / Java script, Salesforce - Service Cloud.
• Hands-on software troubleshooting experience and ability to analyze into software-related issues and products.
• Strong work ethic with an emphasis on service and quality.
• Ability to function as an effective team member or independently.
• Motivated self-starter with initiative.
• Self-managing: well organized, with multi-tasking and time management skills; maintains attention to detail and works effectively in a fast-paced and rapidly changing multi-team environment.

Languages:

• Native in Spanish or English
• Advance in Spanish or English

Experience:

• 3 - 5 years demonstrated experience in the Technology/IT industry.
• 2+ years of experience with SQL queries. (MUST)
• 3 - 5 years demonstrated experience with .NET client/server and/or Internet application/business analysis on an enterprise wide system. (MUST)

Education:

• Bachelor’s Degree in Computer Science or related field or equivalent work experience (MUST)

Preferred Qualifications:

• Understanding of CRM, application usability, preferably Salesforce.
• Excellent oral and written communication skills.
• Strong interpersonal and conflict resolution skills.
• Experience with complex, multi-national application implementations.
• Experience in .NET/SQL Server.
• Experience with change management tools and processes, including source code control, versioning, branching, defect tracking and release management.
• Experience with Incident management processes.

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