Customer and Application Support

at  Valce Talent Solutions

ESSENTIAL JOB FUNCTIONS

• Act as the customer service front line.
• Manage and assign tickets from queue.
• Provide consistent feedback, both verbal and written to customers in a timely fashion while answering customers’ questions and/or concerns about software and solutions.
• Troubleshoot and problem-solve a wide range of issues regarding software and solutions.
• Draft and update help documents for customers, as requested, and as product updates are released.
• Facilitate and coordinate conference calls and video calls for customers to troubleshoot features, as needed.
• Perform initial issue-analysis on cases submitted online and by phone to the Support Center.
• Write customer-facing training materials and procedure manuals, as needed.
• Perform manual testing on new and existing features, as needed.
• Participate in Support on-call rotation.

REQUIREMENTS

• 0-5 years’ experience in a business-to-business client, technical support role.
• C1 English
• Associate Degree in an engineering and/or technical discipline or equivalent experience in a business-to-business client, technical support role.
• A general understanding of the software development process is a plus but not required.
• Knowledge of SQL is a plus.
• Knowledge of API, SSO, SFTP, and FTP functionality preferred.
• Excellent typing skills, strong grammar and spelling abilities.
• Complete competency with MS Windows and Office.
• Knowledge of common browsers (Internet Explorer, Chrome, Safari, Mozilla Firefox).
• Knowledge of web-based products such as Salesforce is a plus, but not required.
• Be able to be in the office twice per week in Guadalajara, Jal. (Av. Chapultepec Sur)
• Be able to work in on-call rotation.

Please refer the Job description for details