We are seeking a dedicated Middle Application Support Specialist to join our team. This role focuses on providing exceptional technical support to our customers through various communication channels, ensuring the efficient resolution of issues and enhancing existing processes.
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Responsibilities
- Serve as the primary point of contact for customer technical support via phone, email, or chat
- Perform remote troubleshooting and reproduce customer issues in diverse environments
- Determine the most effective solution based on customer issue details
- Guide customers through the problem-solving process
- Maintain full ownership of clients' issues from initiation to resolution
- Develop, document, and enhance best practices and processes
- Log events and interactions in cases accurately
- Prioritize and action tasks promptly
- Monitor status and progress towards resolution of all open incidents
- Open and document bugs for further investigation by software engineering teams
- Propel cases forward and collaborate with other teams as needed
- Continually develop technical expertise and deepen product knowledge
- Abide by security guidelines, procedures and best practices
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- 2+ years of experience in IT Operations Support
- Demonstrated technical expertise including Linux administration skills
- Competency in reading and interpreting various logs (Linux, HTTP)
- Demonstrated ability to troubleshoot issues and explain investigations to both IT professionals and non-technical end users
- Critical thinking skills: capable of investigation, analysis, interpretation, evaluation, explanation, and problem-solving
- Outstanding client-facing skills with attention to detail
- Fluent in English at a B2+ level
- Excellent verbal and written communication skills, with a strong grasp of grammar and syntax
- Proficiency in documentation creation including articles, workflows, and procedures
- Strong phone etiquette and e-mail correspondence skills
- Ability to manage high work volumes within tight timelines
- Effective time management and prioritization skills
- Independent, self-directed learning capability
- Team player with strong relationship-building skills
- Highly motivated, multitasker and customer-oriented
- ITIL certification or experience with ITIL-based processes
- Knowledge of Javascript and Python (reading and understanding code)
- Experience with Gsuite products
- 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
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