Title: Technical Support Engineer (Application Support)

Location: Montevideo, Uruguay (Hybrid 4 days /week)

Provides application support relating to software functionality, incident resolution and systems

configuration, through various mediums, including CRM, phone and email.

• Recognizes both basic and advanced problems, conducts research, provides resolutions and follows up

with customers as needed, escalating more complex cases to the appropriate team

• Logs and tracks calls using problem management database and maintains history records and related

problem documentation

• Meet and exceed established key metrics towards customer satisfaction and operational excellence
• Demonstrate ability to self-motivate, work in teams, be detailed oriented and be flexible within a fast[1]paced and changing environment
• Consults with programmers to explain software errors or to recommend changes to programs
• Stay current on all key support topics, including product knowledge and required technical and soft skills
• Build expertise in core product and develop module-based specialized skills
• May test software and hardware to evaluate ease of use and whether product will aid user in performing

work

• Customer focused, with a pro-active and responsive approach. Able to understand and define customer

needs.

• Provide expert, top quality customer support, including professional, courteous and timely

communication during all levels of interaction.

• Document troubleshooting procedures for new product features and issues
• Create knowledge base articles for both internal and customer-facing solutions
• Proven ability to mentor and display leadership and ownership of issues
• Provide on-going training to Support team members
• Ability to work on certain holidays when requested
• Flexibility to work at variably changing shift times
• Duties and tasks subject to change and differ to be in alignment with the product(s) you support
• All other duties as assigned, including special projects and other technical support tasks

Qualifications include:

• Minimum 4-6 years IT work experience preferred in a corporate support environment
• Minimum 3 years experience in an escalations role
• Proficient in Microsoft Office suite
• Prior CRM experience preferred (Salesforce experience preferred)
• Working knowledge of Jira and API
• Basic knowledge and understanding of SQL queries and relational database
• Strong attention to detail and time management
• Mandatory ability to communicate professionally and effectively with management, peers, and

customers, via email, phone and in face to face situations (written and verbal)

• Strong customer service and conflict resolution skills
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule

changes

• Associate’s degree or equivalent work experience