Customer Support Engineer
Grupo STT
- Ciudad de Panamá
- Permanente
- Tiempo completo
- Responsible of solving customer’s cases through service tickets, and keep close communication with end users by remote sessions, telephone, email, etc. to achieve customer satisfaction through the support provided.
- Provide professional and technical troubleshooting to all tickets accepted.
- Elaborate root cause analysis formal documentation in specific complex cases, or directly requested by customer.
- Handle service tickets based on SLA requirements and main KPI´s such as:
- Response time.
- MTTR.
- Solved Tickets
- Escalated tickets.
- Customer Satisfaction
- Etc.
- Create tutorials, video courses, and other technical articles in the knowledge center and developer community.
- Bachelor’s Degree qualification or above with major in Telecommunication / IT / Computer Science / Engineering or other related technical discipline.
- Basic knowledge in Linux, Windows, network, storage and virtualization.
- Excellent troubleshooting and analytical skills, able to use data collection tools and methodologies to analyze problems and able to determine the root causes to provide solutions.
- Knowledge about cloud computing and virtualization basics is preferred.
- Strong customer service awareness, good communication skills, fluent English (desirable Portuguese), and the ability to work in a collaborative team environment.
- Fresh graduate and junior engineer are encouraged to apply. Training and professional guidance will be provided.
- Work for the Huawei Cloud Project, including Huawei Cloud Stack (HCS). Exposure to current and future cloud computing technologies.
- Open, passionate, energetic, innovative and modern work culture.
- Schedule: availability to work in shifts.
- Type of contract: Indefinite/ 3 month trial