We are currently seeking an Application Support Specialist to join our team. As an Application Support Specialist, you will play a critical role in providing technical support and troubleshooting for our client's applications. Additionally, your proficiency in programming technologies and networking basics will be instrumental in resolving technical issues and maintaining application performance.
#LI-DNI
Responsibilities
- Response, diagnosis, resolution and tracking by phone, email and chat of customer support queries and community support cases or forum threads
- Maintain response and resolution speed as defined by SLOs
- Keep high customer satisfaction scores and follow quality standards in 90% of cases
- Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment
- Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis
- Reactively file issue reports to Customer engineers, build documentation, procedures, document desired behavior and/or steps to reproduce, and suggest code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution
- Perform community management tasks as needed by the business
- Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features)
- Follow notification and escalation procedures
- Follow standards for communications with business involving operational issues
Want more jobs like this?
Get jobs in Guadalajara, Mexico delivered to your inbox every week.
- 2+ years of experience working with support projects and/or a 24x7 environments
- Advanced english level (B2+/C1)
- Customer Service and Customer Experience
- Strong knowledge of programming and coding principles
- Experience in working with data and data analysis techniques
- Knowledge of APIs and system design
- Proficiency in effective triage and troubleshooting
- Hands-on experience with SQL or BQL for querying and data manipulation
- Familiarity with web technologies and troubleshooting, including HTTP, CSS, and JavaScript
- Understanding of web servers and frameworks
- Experience with CI/CD (Continuous Integration and Continuous Deployment)
- Proficiency in Python or Java
- Strong analytical skills with the ability to read and break down issues and code
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM's Privacy Notice and Policy.