Software Support Specialist with Spanish/Portuguese - LATAM
Core
Provide technical support, configuration, and troubleshooting for customers and partners via email, phone, and chat, acting as a liaison between customers and internal engineering resources.
Role type
L1/L2 Software Support Specialist
Builds
Customer support workflows and resolution plans for cyber protection and data protection software
Domain
Cybersecurity / Data Protection / Managed Services
Deliverable
client delivery
Required skills
Technical troubleshooting, Windows Server administration basics, log analysis, customer relationship management, technical communication, analytical skills
Preferred skills
Linux/UNIX basics, CLI, Virtualization technologies (VMware ESXi, Microsoft Hyper-V), Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers)
Technologies
Windows Server, VMware ESXi, Microsoft Hyper-V, MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP
Responsibilities
Answer technical questions via email, phone, and chat; perform technical analysis of customer problems; build and maintain relationships with customers and partners; interact with engineers to provide action plans or escalate cases; record case details in the support system; meet KPIs for customer satisfaction and productivity
Seniority
Junior to Mid-level, hands-on IC