Software Support Engineer Level 2 – English Speaking

Costa Rica

 

The Software Support Engineer Level 2 is a more experienced engineer, which provides support to Level 1 Engineers when elevations are created and further technical and experienced assistance is required. It is expected from the Level 2 engineers to provide a higher level of satisfaction and more expedite results. Working as a team is a must.

Duties and responsibilities

  • Be available for work at the scheduled shift start time until the completion of it.
  • Ensure good ticket documentation at all times
  • Operate under close supervision
  • Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated timely and every effort is made to make service levels
  • Fully document every ticket, including all resolution steps
  • Present a positive, effective and flexible contribution to achieving team targets and objectives
  • Comply with/complete desk specific or ad hoc tasks
  • Meet all personal targets set within the company
  • Send all reports asked by the leader when requested
  • Adhere to all Policies & Procedures
  • Protect confidential and sensitive information and materials
  • Collaborate with other team members to provide high-quality support
  • Ensure constant self-development (even more than any Level 1 consultant) using day to day work, web based training, and any other available tool
  • Take Technical Elevations coming from L1
  • Be the bridge of contact between L1 and L3 when needed.
  • Being able to attend some of the most important customers when requested.
  • Mentor L1 engineers if needed or requested by the Manager.

Skills and competencies

  • Customer orientated, motivated to take charge of both customer engagement and problem resolution.
  • High customer service, telephone, oral and written skills.
  • High written and oral knowledge of English and/or another language (if required)
  • Proficient knowledge of various hardware, software and Microsoft® operating systems.
  • High Technical Skills/Knowledge (Databases, Diverse Operating Systems, Programming, Networking, etc)
  • Troubleshooting skills
  • Capable of being self-managed
  • Team player

Experience and Education

  • Bachelor Degree (License Degree preferred) in System Engineer or equivalent technical certifications
  • Strong knowledge of programming languages, networking, databases or UI’s is required
  • +2 years of experience in handling Software Customer support
  • Experience in Customer Service is a must
  • Proven teamwork ability experience on same or similar position is preferred

 

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