Junior Technical Support Consultant

ABOUT THE JOB
Software AG is seeking a Junior Technical Support Consultant to help take our industry-leading webMethods Integration Server support organization in Brazil to the next level.
This position is in the Global Support (GS) department. GS is a globally distributed organization - a 120+ team located across 9 time zones. Our team members are highly technical, with a strong knowledge of Software AG products, delivering first & second level support to end customers and employees. We have one of the highest Net Promoter Score (NPS) and Incident Satisfaction score in the industry. We take pride in delivering a highly employee-centric environment and receive high Employee Satisfaction scores as measured by Gallup.
Tasks and Responsibilities:
From day one you will be part of a team that is responsible for end-customer support, which entails proper understanding of problem, performing problem analysis, documenting reproduction steps, researching knowledge base for common solutions, and as you gain experience reproduce problems and engage R&D organization for defect resolutions.
ABOUT YOU
Academic Degree: BS/BA in Computer Science or similar course, Mathematics or Engineering.
Professional Experience: 0 - 2 years
As a team member, you'll assist customers, partners and employees to troubleshoot problems they may encounter during installation, implementation and run-time issues resulting from implementation of the Software AG Integration, API and Microservices platform. As a full-fledged contributor in a team-directed, relaxed and flexible environment, you'll have plenty of opportunity to make a difference, both in your team and across the organization.
Essential Job Functions:
- Deliver first and second level customer support, and engaging R&D for problems requiring third-level support
- Search knowledge base and other repositories for solutions to known problems
- Setup lab environments to reproduce customer problems
- Ability to concisely report problems to R&D if seeking their assistance for problems requiring 3rd level support
- Work in a collaborative team-environment; though the individual should be able to work independently but bring back their work to the team
**Skills**:
- Strong troubleshooting skills and willingness to put the customer first
- Familiarity with common technology concepts such as client-server technology
- Conceptual understanding of server-side core Java, multi-threaded and Data Structures usage
- Exposure to container technologies such as Docker and Kubernetes a-plus.
- Some familiarity with cloud platforms like AWS, Azure desirable
- Familiarity with Angular and accompanying technologies (HTML, CSS, JS)
- Experience with browser-based clients helpful
Additional Requirements/ Soft Skills:
- Fluent in English - spoken and written
- Spanish language a-plus
- Attention to detail and commitment to quality
- Good time management skills, such as meeting deadlines, ensuring getting back to customers, with proper follow-ups.
- Good organization and planning skills.
- Strong Interpersonal/communication skills and ability to coordinate information across teams
- Prior customer service experience is a-plus
- Growth mindset to learn new technologies, products, soft skills
- Some on call duty can be expected within one year, which will be paid according to the labor law.
Culture
We have an open-minded culture and many exciting projects where you have the freedom to “be your best you”. You’ll have opportunities for international collaboration on top of a comprehensive training and development program that encourages professional growth. We are in an innovative market and offer future-proof products. Most importantly, an overall pleasant team-oriented working atmosphere.
What to Expect
Unlimited training in UDEMY
Access to in-house training Corporate University
Excellent medical/dental plans
Life insurance
Lunch or supermarket card
Private pension fund
Hybrid work model
- It is the policy of the Company that employment decisions shall be based on merit, qualifications, and competence. Employment practices shall not be influenced or affected by virtue of an applicant’s or Employee’s age, race, color, gender, gender identity or expression, genetics, sex, sexual orientation, marital status, pregnancy, national origin, ancestry, religion or disability. In addition, it is Company policy to provide an environment that is free of unlawful harassment of any kind, including that which is sexual, age-related, or ethnic. This policy governs all aspects of employment, promotion, assignment, discharge, and other terms and conditions of employment._

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