Support Specialist IT / Soporte técnico IT /SQL - Excel / Remoto

POSITION DESCRIPTION

Reporting to the Support Manager, the Support Specialist will:

• Ensure customer requirements are met with consistently high quality of service
• Identify the need for new enhancements to existing software
• Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution
• Ensure that each support issue and resolution is adequately documented
• Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
• Determine which issues require software support and redirect those that do not to the appropriate resolution team
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Maximizes customer operational performance by providing help desk resources and technical advice.
• Enforces company policies and procedures.

REQUIREMENTS

• Advanced use of Excel
• SQL handling
• Bachelor's degree in systems engineering or related field.

• Strong commitment to rigorous, quality-driven process methods. Must have strong presentation, interpersonal written and oral communication skills.
  
• Must have demonstrated the ability to provide consistent, high-quality responsiveness and overall service to clients. Need to be able to build successful relationships with clients via telephone and email.
• Excellent business English is a must
• Excellent interpersonal skills
• A team player than can also work independently
• Can do positive attitude
• Critical judgement
• Strong problem-solving skills
• High sense of operational excellence, disciplined working, and effective time management