Essential Responsibilities
- Maintain essential IT operations, including Unix/Linux operating systems, Messaging middleware (MQ), Databases, Application and Web servers.
- Manage, facilitate and own product support requests through consistent, positive and proactive IT methodologies using ticketing system
- Troubleshoot, research, analyze and work with appropriate resources to solve problems
- Identify and escalate situations requiring urgent or additional attention
- Judgment must be used in prioritizing client requests and managing escalation workflow.
- Complete work on assigned projects to supervisor's satisfaction on time.
- Be on the rotation schedule for after-hours emergency support
- Assist in testing during the rollout of new features product upgrades
- Create product how-to documents, tutorials using tools such Wiki and Collaborate
- Document any feature enhancement requests or ideas that will increase the productivity of the product offering for the chapter
- Solve complex customer issues using methodical troubleshooting.
- Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience
- Support client customizations, sharing implementation and best practices advice
- Able to Troubleshoot and debug SQL/PLSQL code and shell scripts as well.
- Create scripts to identify, analyze and correct platform issues
- Own, build, administrate and maintain cloud development, production and business infrastructure and services
- Use automation tools and scripting to automate process of building and maintain infrastructure and services.
- Able to operate effectively, even when things are not clear, or the way forward is not obvious
- Create and keep up to date monitoring, alerting and reporting for infrastructure and services.
- Collaborate with team members in a virtual team environment to extend field experience to different client situations
- Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience
- Other job related duties and responsibilities may be assigned from time to time
Soft Skills and Expectations
- Focus on customer support and the ability to build successful working relationships with Clients
- Excellent interpersonal, presentation and communication skills, verbal & written.
- Extreme focus on Client satisfaction and client relationship management
- Exceptional verbal and written communication.
- English Language skills, both written and verbal are a must
- Ability to work calmly and professionally in high pressure situations
- Attention to detail and the ability to learn quickly
- Must be extremely comfortable interacting with customers
- Must have strong problem solving and troubleshooting skills.
- Must be able to learn new software products and embrace new technology.
- Trustworthy, reliable, and dependable.
- Positive team player.
We offer:
Stability
Hiring with legal benefits
Transfer support (If you are from another country)
Job stability and growth
Contract by law, Hybrid (Home & Office) Full-time, (From Monday to Friday)
Localidad: XRQH+HH9, Centro Corporativo El Cafetal, La Asunción, Heredia Province, C. Arbolito, Heredia, Belén, 40703, Costa Rica
Tipo de puesto: Tiempo completo
Experiência:
- Unix/Linux: 2 años (Obligatorio)
Idioma:
- inglés avanzado?
(Obligatorio)