Hoy
technical support engineer
hoy
job duties and responsabilities:
* advanced troubleshooting on the full range of fortinet products
* collection, analysis and change recommendations of configuration information
* collection and analysis of customer network information
* collection and initial analysis of packet trace information
* recommend corrective actions based on analysis
* provide customer education where needed due to gaps in networking, product knowledge, processes, etc
* consultation of technical documentation, bulletins and release notes for known problems
* reproduction of customer environments on lab equipment; work with l3 support to isolate and solve problems; recommend potential new solutions
* follow up on technical cases including proper escalation and management of the case until case closure
* manage customer communication and expectations until the closure of each case
* submit kb articles on a monthly basis to contribute with internal and external dbs
* use internal resources to self-study technologies and products as required by customer demand
* collaboratively work with peers within latin america and amer region, to work on initiatives which can help to give better service to our customers, partners and the security community in general
* honor sla and metrics in order to achieve customer satisfaction
* manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation
* submit bugs and nfr to l3 and development
* ensure clear and courteous communication with the customer until ticket closure
* complete internal training as needed and pass internal certifications as required
* proper follow up of the processes established
* suggest areas of improvement in the ticket handling process
* provide coaching to l1 eng and detect l1 technical areas of opportunity to be addressed by the manager
* deliver training technical sessions to l1 teams complementing training as needed
* effective communication with other technical areas; technical account management, training, field support engineers, l3 engineers, development, etc.
qualifications
* education: bachelor / engineering degree on computer science, electronics or telecommunications granted by a university recognized by the local education system and/or education authority.
* experience: typically requires a minimum of 8 years of related experience with a bachelor’s degree; or 6 years and a master’s degree; or a phd with 3 years’ experience; or equivalent experience.
* certifications: ccie, ccde, cissp (desirable)
* strong understanding of tcp/ip, routing protocols, l2/l3 switches
* desirable experience with security products firewalls, ipsec, ids/ips, anti-spam, virus scanning
* strong troubleshooting and proven track record of problem solving skills
* desirable working knowledge of windows, unix or linux
* previous call center experience, preferably supporting data networking products and/or security products is desirable
* strong english and spanish communication skills both written and verbal. Ability to speak portuguese is a plus or learn within 1 year
* strong analytical skills, oriented to details
* highly organized, multi-tasking skills required
* adaptable and flexible, operating in a fast-paced, dynamic environment and work well under pressure
* an independent certification on security from sans, (isc) 2, isaca, bs7799/iso17799 is a plus
* travel 10-20% occasionally for training and special engagements
junior technical support engineer
hoy
technical support engineers (tse) partner with customers to ensure their success through deep technical knowledge of products, platforms and systems. Tses respond to and anticipate technical needs to help maintain or accelerate our customers' development schedule, building customer loyalty and gaining a reputation as trusted technical partners. Tses advocate for our customers recommending platform and system improvements to r&d, providing customer insight to sales, and make sure ni is ready to support new products and systems.
in this role, your responsibilities will be:
* resolves technical issues for customers across all account tiers
* resolves customers’ single incidents during installation, implementation, and/or maintenance of ni products and platforms
* escalates complex technical issues internally to the appropriate support group while maintaining ownership of customer interaction
* reports design, reliability, or maintenance issues or bugs to r&d that arise during single incident support interactions
* builds customer proficiency for all account tiers through standard services
* educates customers through formal training and technical support engagements
* captures and documents knowledge to enable self-service resolution
* learns and adopts knowledge-centered service (kcs) methodology
* enables customers to self-serve by creating and editing knowledge base articles
who you are: you build the customer relationships. You solicit input and discussion. You make new connections and build relationships in other areas and teams.
for this role, you will need:
* bachelor’s of engineering or computer science required; preferred bachelor’s in electrical engineering, computer engineering, or computer science
* experience in customer-facing roles
* proficiency in one or more programming languages is required. Labview experience is preferred
* availability to travel up to 10%
preferred qualifications that set you apart:
* communication - excellent verbal and written communication skills
* problem solver - integrates information from disparate sources to identify underlying causes and find creative solutions
* technical - familiar with electronic circuit design concepts and basic electronic instrumentation
* dynamic - thrives in an environment where the work changes from day to day
* collaborative - team oriented with the ability to effectively collaborate with peers
our offer to you: we recognize the importance of employee wellbeing and offer flexible, competitive benefit plans. We provide medical insurance plans, dental and vision coverage, employee assistance program, tuition reimbursement, employee resource groups, recognition, and more. We emphasize work-life balance and offer flexible time off plans, including paid parental leave, vacation and holidays.
at emerson, we are committed to encouraging a culture where every employee is valued and respected for their outstanding experiences and perspectives. We believe a diverse and inclusive work environment fosters innovation and better solutions for our customers.
why emerson: our culture and values, and our commitment to diversity, equity, and inclusion. We invite you to learn more about our culture & values and diversity, equity & inclusion.
engineer technical support i
hoy
about us
we are a global climate technologies company engineered for sustainability. We create sustainable and efficient hvacr solutions and cold chain systems. We are looking for your talent to join our team as a technical support specialist - hvac & refrigeration systems. This role is full onsite during the first 6 months for training, then hybrid/remote as applicable.
position: technical support specialist - hvac & refrigeration systems
key responsibilities
* troubleshoot, diagnose, and resolve technical issues, guiding customers with step-by-step solutions
* establish and maintain remote connections with stores
* perform programming, set point configuration, and maintain accurate logs of system changes
* generate daily, monthly, and executive reports including trends and recommendations
* document error reports, monitor performance metrics, and escalate critical issues
* update call-tracking systems and client records
* deliver technical training to external personnel
* stay up to date on company products and protocols
* collaborate with clients, vendors, and coworkers with professional communication
* complete required paperwork and reporting tasks
requirements
* bachelor’s degree in mechanical, electrical or electromechanical engineering or related field
* proven experience in technical support, preferably hvac & refrigeration
* strong troubleshooting and problem-solving abilities
* hands-on experience with programming and performance monitoring
* proficiency in preparing reports and technical documentation
* excellent verbal and written communication; customer-focused
* advanced ms office and reporting tools
* english: intermediate to advanced
* availability to work onsite full-time for the first 6 months
core competencies
* analytical and detail-oriented
* strong organizational and time-management skills
* effective communication and interpersonal abilities
* proactive, adaptable, and able to perform under pressure
* team player with a customer service orientation
collaboration first hybrid work arrangements
this role is hybrid eligible with in-office at least three days per week. Ability to adjust hybrid days based on business needs.
our commitment to our people
across the globe, we are united by a singular purpose: sustainability. We are reducing carbon emissions and improving energy efficiency. We invest in end-to-end development of our people.
why join us
- partner with major names in music, media, and entertainment
- own a high-impact function with autonomy
- remote-first flexibility with a fast-moving culture
pay: $12,801.39 - $24,621.88 per month
experience
* management: 5 years (required)
* zendesk: 2 years (required)
* music-tech or music/media/entertainment industry: 2 years (preferred)
language
* english fluently (required)
work location: remote
customer support specialist
azcapotzalco, distrito federal soarswell consulting
work schedule: 8 hour shift, 9 am to 9 pm, 2 days off
english level b2/c1
minimum 6 months experience as verifiable bilingual telephone agent
verifiable job stability in imss reports required
education: completed baccalaureate with certificate or high school diploma with us study
activities: retention, cross-selling and customer service
customer support specialist
hoy
same description as above for hoy site
every day, global payments makes it possible for millions of people to move money between buyers and sellers. Summary of this role follows...
summary of this role
* resolves basic or tier 1 payment and account related requests for 1-2 assigned company clients
* builds base knowledge and familiarity with products, policies, and procedures
what are we looking for in this role?
* high school diploma or equivalent
* no relevant experience required
what are our desired skills and capabilities?
* basic task execution; routine to semi-routine
* supervision with detailed instructions
customer support manager
hoy
location: mexico city, mexico; type: full-time
about synchtank ...
what you’ll do
* lead and manage the day-to-day operations of synchtank’s customer support function
* hire, train, and coach a high-performing support team
* define and report on support kpis
* develop internal support documentation
* collaborate with product and engineering to escalate issues
* champion the voice of the customer
* design onboarding and troubleshooting resources
* build a culture of empathy and ownership
what you bring
* 5+ years managerial experience in customer support
* experience with enterprise saas in media/music or rights-tech
* knowledge of zendesk, hubspot, jira; salesforce bonus
* strong problem-solving and communication skills
* ability to lead with empathy while maintaining high performance
* experience building support processes and documentation
* bonus: familiarity with music publishing or media workflows
why join us
* work with leaders in music and media
* autonomy and visibility
* remote-first culture
pay and experience details included
call center_cleck customer support
* evo bus gratuito;
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