Analista de Suporte Comercial Júnior supporting commercial operations and assisting in contract management and customer requests. Candidates should have a bachelor's degree and SAP knowledge.
About the role
- Senior Technical Support Engineer providing technical assistance on payments solutions. Collaborating with clients and internal teams to resolve complex technical issues and improve service delivery.
Responsibilities
- Provide accurate and timely technical information, advice, and assistance regarding the organization's product and services.
- Respond to inquiries from clients, understand their technical questions, assess their needs, and suggests or promote solutions.
- Undertake research and develop proposals for new solutions to solve technical problems and follow-up on the status of outstanding issues.
- Use databases or other computerized systems to maintain up-to-date documentation.
- Provide quality and timely support to customers per the severity of the issue and the contractual SLA in a fast-paced environment.
- Triage, troubleshoot and resolve problems reported by customers.
- Debug and test SQL queries that integrate with external data sources.
- Respond to and resolve alerts received from our monitoring tool in a timely manner.
- Have professional written and verbal interactions with customers detailing solutions to their needs.
- Take ownership of technical issues and work with services or development groups to resolve complex / advanced issues when necessary.
- Create knowledge-based articles and documentation to help other support team members and customers help themselves.
- Work with services, development and product management teams to communicate customer needs and urgency.
Requirements
- Bachelor’s Degree in Computer Science or equivalent experience.
- Minimum 8 years of relevant experience.
- Strong SQL and PL/SQL skills
- Excellent analysis, debugging and trouble-shooting skills, and persistence in problem solving
- Strong problem-solving skills, ability to think through complex problems and come up with creative remediation solutions
- Strong analytical capability
- Experience with Oracle Webcenter Capture & Forms Recognition, Unix/Linux, Oracle DB, SQL Developer tools
- Experience using APIs such as REST and SOAP
- Hands-on experience with Unix/Linux, including searching log files
- Hands-on experience using Issue Tracking/Management system like JIRA
Benefits
- medical, dental and vision care
- EAP programs
- paid time off
- recognition programs
- retirement and investment options
- charitable gift matching programs
- worldwide days of service
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