Technical support analyst
hoy
technical support analyst
technical support analyst are you passionate about the chance to bring your experience to a world-class company that is market-leading or both content and technology? If yes, we’re looking for you.
join our team! Our service management function is transforming into a truly global, data and standards-driven organization, employing best-in-class tools and practices across all disciplines of technology operations. This will drive ever-greater stability and consistency of service across the technology estate as we drive towards optimal customer and employee experience.
about the role
in this opportunity as a technical support analyst, you will:
* be a member of a team of talented support specialists who provide both remote and in-person support across our emea / apac / amers regions. Working as part of a large global team, you will be responsible for day-to-day support, providing expertise to our customers, and looking for opportunities to expand your technical knowledge.
* perform troubleshooting on issues - providing guidance, basic training, and technical support to end-users
* monitor the helpdesk / service center system and respond appropriately and timely to tickets
* complete additional tasks such as inventory, shipping, and imaging
* fully contribute to the utilization of the hardware/software inventory process
* serve as a problem escalation point on technical issues
* participate in assigned projects
* review and update documentation existing in enterprise knowledge base
about you
you’re a fit for the role of technical support analyst if your background includes:
* 1-2 years’ experience of on-site desktop support including:
* experience supporting windows and mac os
* knowledge of mobile devices and mdm preferred
* experience with administering accounts in azure and intune would be beneficial
* good written and oral communication skills, strong critical thinker
* strong collaboration skills - able to work independently and with a team
* ability to work with team members and customers from diverse geographic areas
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what’s in it for you?
join us to inform the way forward with the latest ai solutions and address real-world challenges in legal, tax, compliance, and news. Backed by our commitment to continuous learning and market-leading benefits, you’ll be prepared to grow, lead, and thrive in an ai-enabled future. This includes:
* industry-leading benefits: we offer comprehensive benefit plans to include flexible vacation, two company-wide mental health days off, access to the headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
* flexibility & work-life balance: flex my way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, and hybrid model, empowering employees to achieve a better work-life balance.
* career development and growth: by fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an ai-enabled future.
* culture: globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our global footprint.
* hybrid work model: we’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
* social impact: make an impact in your community with our social impact institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and esg initiatives.
do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At thomson reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services - reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
we are powered by the talents of 26,000 employees across more than 70
technical support se
hoy
requirements:
* residence near santa catarina n.l
* complete training in electrical engineering
* interpretation of electrical / electronic diagrams
* technician degree in electricity or electronics (technical school of electricity, electronics or career to the end)
* basic knowledge of standards and specifications in the electrical area - desirable
* communicative and outgoing personality
* attitude of service and attention to customers
* ideally first tech support/customer service experience
* knowledge of languages - basic-intermediate level of english
activities:
* step-by-step guidance to customers about the operation and characteristics of photovoltaic solutions, especially solar inverters. Guide through start-up, troubleshooting, up to warranty conditions and repair process
* complete and effective documentation on the history of equipment and clients on a digital platform
* provide technical support for the introduction of new products, systems, processes in the market and help with the design of the pv system
* active communication with customers and courier service to complete the collection and delivery process of repaired products
* integration of fronius solutions into existing corporate or private networks and help configuring the internet connection
* help in training events, exhibitions and/or informative talks about the product
* effective communication of market information feedback, customers and communication with those responsible for other organizational areas of fronius in mexico and austria
* constant training for your education on our products, as well as the proactive search for technical solutions for customers
field technical support
hoy
job summary
this role is responsible for improving the customer experience by providing installation information, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery support. The role caters to diverse customer needs, offering tailored solutions to complex accounts. The role employs proactive monitoring techniques, offers site support for break-fix activities, and provides expertise in resolving complex issues. The role also coordinates departmental work, mentors the team, identifies improvement opportunities, and fosters positive working relationships.
responsibilities
* enhances customer experience by providing a comprehensive overview of installation activities, site-specific information, and access to relevant contacts.
* addresses customer-relation challenges promptly and effectively, delivering guidance and escalating issues according to established protocols.
* offers software services encompassing pre-sales, post-sales, and service delivery support, catering to diverse customer needs.
* delivers services, including tailored solutions, to large enterprise, complex, or corporate accounts, addressing their specific requirements.
* utilizes proactive monitoring techniques and tools to identify opportunities for preventing problems and enhancing customer experiences.
* provides site support for customer break-fix activities, offers technical assistance to third-party and authorized service providers, and leads onsite escalation support when needed.
* applies extensive knowledge, resolves complex issues, and recommends improvements through creative and effective approaches.
* coordinates departmental work, mentors the team, and serves as an escalation point for different issues in the related area of work.
* identifies opportunities for improvement, makes recommendations, and also assures effective business controls through review, analysis, and verification.
* coordinates the functional work within the department, assists various departments, monitors process execution, and fosters positive working relationships with associates and management.
education & experience recommended
* high school diploma/general education diploma (ged)/higher secondary education or commensurate work experience or demonstrated competence.
* typically has 6-8 years of related work experience, preferably in hp products in customer base, account management, computer customer support, on site customer support, mission critical, systems experience, or a related field.
knowledge & skills
* automation
* chemistry
* commissioning
* customer relationship management
* customer support
* electrical engineering
* electromechanics
* electronics
* environment health and safety
* field service management
* hand tools
* kpis
* operating systems
* preventive maintenance
* process improvement
* safety standards
* technical services
* technical training
* test equipment
cross-org skills
* effective communication
* results orientation
* learning agility
* digital fluency
* customer centricity
impact & scope
* impacts department and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.
complexity
* works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions.
disclaimer
ubuntu technical support manager
hoy
open source is now the centre of technology innovation, and the new default for tech and traditional companies alike. Canonical ubuntu is the fastest growing open source platform, with over 20 million users globally. Canonical provides commercial support, consulting and training services to customers and partners who are deploying ubuntu. Our customers are technology innovators inside global enterprises using ubuntu and open source to build the future in their industry.
our regional technical support managers run world-class technical support teams - solving deep technical problems for customers around the world on ubuntu server, ubuntu desktop and on the public cloud. They demonstrate two key attributes: customer focus - ensuring that customers are always satisfied with the service they are receiving, and technical excellence - ensuring that the support team is always up to date with the our technology, and that they perform sound and quick troubleshooting.
you'll need to be comfortable in a fast paced environment, able to take responsibility for delivering to customers and enjoy challenges. You will also need to care deeply about your team, their skills, and their career development.
key responsibilities
* management of a professional support team, including skills development and performance management
* operational control, shift scheduling, accountability for kpis
* ensures that all customer cases are responded to within the sla, and in a professional manner
* act as the customer escalation contact, and ensure that such escalations are addressed appropriately
* accountability for customer satisfaction
* contribution to the support knowledge base
* continuous improvement to the team's processes and support service delivery
* hire, develop and train support team to match business requirements
* work with the leadership team to drive growth and transformation initiatives
required skills and experience
* extensive cli experience with linux at a technical level
* experience or knowledge of openstack, public cloud or virtualization technologies.
* leadership experience, and preferably team management experience
* confidence under pressure, with proven track record of high customer focus
* preferably fluent in two languages english being primary
* excellent communication skills
about canonical
canonical is a growing, international software company that works with the open-source community to deliver ubuntu - the world\'s #1 cloud operating system. Our mission is to realize the potential of free software in the lives of individuals and organisations. Our services help businesses worldwide to reduce costs, improve efficiency and enhance security with ubuntu.
we offer:
* 100% work-from-home
* learning and development
* competitive salary
* recognition rewards
* annual leave
* priority pass for travel
li-remote
technical support engineer / mexico
hoy
about beatstars
since 2008 beatstars has been the pioneering and go-to online music marketplace to connect millions of recording artists and music producers worldwide. Beatstars is also the leading artist discovery tool for all the major and independent labels. Most recently, beatstars partnered with sony publishing to launch its publishing arm on the platform.
now, with over 3 million monthly active users, we\'ve paid over $350m to our creator community. We continue to support independent musicians with the tools, community, opportunities, and education they need to earn a living doing what they love.
what you\'ll be doing
as a technical support engineer, you\'ll be helping to ensure that our users\' technical queries are resolved in a timely and satisfactory manner. In this role, you will be responsible for working with different systems, software, and hardware following standard procedures to triage escalated customer issues and work to resolve those issues with the appropriate internal departments.
responsibilities:
* respond to escalated support tickets within sla guidelines, investigating and resolving complex issues
* communicate clearly and empathetically with users, keeping them informed throughout the resolution process
* reproduce issues in-house and conduct triage, root cause analysis, debugging, and troubleshooting across beatstars products
* escalate issues requiring code fixes or developer intervention via jira, ensuring accurate documentation
* prioritize and advocate for urgent responses when necessary, testing applied fixes and updating users accordingly
* engage in cross-functional calls to provide progress updates, action plans, and resolution details
* continuously develop product, system, and network expertise through ongoing training
* contribute to global improvement projects and maintain troubleshooting documentation in confluence
* proactively seek opportunities for self-improvement and enhancing the customer experience
what you\'ll need
* bachelors in computer science preferred, or 2+ years\' it support experience
* solid understanding of web development and programming concepts
* advanced troubleshooting skills in complex environments
* experience with zendesk or other ticketing systems
* experience with jira
* knowledge of object-oriented programming
* experience with schemaless databases
* hands-on experience in java/os/databases/networks
* ability to convey technical concepts clearly
* excellent verbal and written communication
* advanced english required
this role might be for you if
* you are a team player
* you are an expert communication router
* you have strong organizational and prioritization skills
* you relate well to people and build relationships
* you respond quickly to needs
* you can explain complex things simply
* you stay level-headed under pressure
* you see the big picture and the details
* you understand customer issues and propose solutions
* you bring strong work ethic and energy
benefits
we\'re a small and growing team with direct impact. Other perks include:
* 100% remote
* flexible working hours
* virtual social events
* global recognition program
* opportunity to grow in a global environment
* access to on-demand learning
bi-remote
technical field support engineer
hoy
about kone
founded in 1910, kone is a global leader that provides elevators, escalators and related solutions. We operate in over 60 countries. Our mission is to improve urban life through innovative safety-focused products.
we are seeking a technical field support engineer for kone mexico based in monterrey. You will follow safety instructions, ensure on-site communication, and support installation challenges as well as digital, apf, software and bim-related issues.
you will contribute to product development and innovation and support new installation methods and troubleshooting tools. You will participate in closing reviews to capture lessons learned and ensure compliance with safety requirements. You will monitor kpis and sla adherence and help prioritize work to meet business objectives.
what you need to be successful
* bachelor’s degree in electronics, robotics, mechatronics, it, telecommunications
* 5+ years of relevant experience
* advanced knowledge of wired and wireless networks
* advanced knowledge of windows and linux
* intermediate english
* willingness to travel and drive
this role emphasizes safety, continuous improvement, and leadership. Kone values diversity and inclusion and offers a range of benefits, including health plans and growth opportunities. Equal opportunity employer.
technical field support engineer – additional notes
we are dedicated to safety, sustainability and ethical business practices. We encourage applications from diverse backgrounds.
customer service support
the position:
the css processes customer orders, verifies inventories, and tracks back orders with replenishment and receiving/shipping to ensure timely delivery. The role is part of the customer service center reporting to north american operations.
main responsibilities:
* sales orders entry
* backlog management and backorders
* billing activities (upload invoices)
* inventory reports
* identify issues impacting delivery dates and mitigate risk
* respond to customer requests (deliveries, eta, quotes, etc.)
what you need to succeed:
* advanced english (c1)
* proficiency in office 365 and erp
* customer knowledge (desirable)
* customer service oriented
* ability to prioritize tasks
duplicate section
customer service support (hoy)
the css processes customer orders, verifies inventories, and tracks back orders with replenishment and receiving/shipping to ensure timely delivery. The role is part of the customer service center reporting to north american operations.
main responsibilities:
* sales orders entry
* backlog management and backorders
* billing activities
* inventory reports
* identify issues impacting delivery dates and mitigate risk
* handle customer requests (delivery appointments, eta, quotes)
what you need to succeed:
* advanced english (c1)
* office 365 and erp proficiency
* customer knowledge desirable
* customer service oriented
* ability to prioritize tasks
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