Tech Expert Wanted

Há 2 dias

Mato Grosso, Brasil beBeeSupport Tempo inteiro US$86.700 - US$106.500
Technical Support Expert

This role requires a skilled professional to provide technical assistance and guidance to various stakeholders.


Key Responsibilities:
  • Maintain up-to-date knowledge of supported products and technologies.
  • Act as a Subject Matter Expert for Technical Support Teams.
  • Identify, document, and confirm product defects.
  • Collaborate with support teams to document resolutions and drive first call/first touch resolution.
  • Interact with customers, partners, field teams, and software developers to provide technical advice and assistance.
  • Prioritize, research, troubleshoot, and resolve high-severity issues.
  • Communicate workarounds to customers as needed.
  • Lead root-cause analyses, communicate options for resolution, and provide recommendations for customer-facing technical problems.
  • Provide technology-enabled solutions and expertise in software usage, functionality, and performance.
  • Define and disseminate technology best practices.
  • Ensure the Support team is proactive in pursuing new solutions and efficiencies within our technology practice.
  • Responsible for training and mentoring other Support members.
  • May be involved in deployment or training opportunities internally and with customers.

Requirements:
  • Excellent written and oral communication skills to diverse audiences.
  • Works well in a team environment and independently.
  • Enjoys and excels at problem-solving and assisting others.
  • Strong troubleshooting and problem-solving skills.
  • Technical skills in networking, VMware, and server virtualization.
  • Working knowledge of monitoring systems and tools utilized in Hosting and Engineering environments.
  • Ability to multi-task and prioritize multiple projects/clients simultaneously.
  • Highly organized and detail-oriented; strong organizational skills.
  • Strong interpersonal, coaching, and leadership skills.
  • Ability to make sound decisions based on customer needs and product knowledge.
  • Self-motivated and able to work under pressure to deliver high-quality solutions.
  • Ability to anticipate potential problems, determine, and implement solutions.
  • Ability to express and understand complex technical concepts.
  • Ability to diplomatically deal with angry/irate customers.
  • Ability to travel up to 10% as needed.

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