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Technical Application Specialist

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IT
Monterrey, Nuevo Leon, Mexico
Posted on Wednesday, May 1, 2024

The Job:

The Technical Application Specialist diagnoses, troubleshoots, repairs and debugs software, network systems and/or hardware. Documents and escalates issues as necessary.

What you will be doing:

  • Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions. Fully documents and escalates if necessary
  • Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices
  • Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge
  • Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers
  • Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products
  • Addresses concerns brought up by other departments such as customer experience or sales
  • Assists in mentoring other team members
  • Contributes and uses department's knowledge base articles and FAQ's.

What you will likely bring:

  • Ability to effectively communicate in English both verbally and in writing
  • Customer service experience
  • Knowledge of specific system application fundamentals and business processes
  • Strong problem solving and troubleshooting skills
  • Experience in a support environment with high call volumes desired
  • SaaS or e-Commerce experience.

Qualifications:

  • 3+ years applicable experience and demonstrated success/knowledge
  • Knowledge of Microsoft SQL, ERP applications or analytical tools
  • Database administration, installation and configuration experience