We are Proximity, a Software Development Company. Our main operation is based on San Jose, Costa Rica, and we have a second delivery center in Lima, Peru.
We focus on providing specialized outsourcing technology services to clients in the USA and Canada.
We are seeking a Technical Support Analyst with at least 4 years' experience working with web-based applications.In this role you will be supporting a Solution : Award-
Winning mobile-optimized, cloud-based platform that delivers an integrated candidate experience and streamlines the sourcing and recruitment process.
Responsibilities and Duties
Diagnose complex software issues raised by clients and / or vendors that have been escalated.
Develop, test, and execute SQL queries to aid in the investigation and analysis of issues.
Examine error logs, source code and database content to determine the cause of a problem and / or develop a technical explanation based on an investigation.
Document and implement workaround solutions wherever possible.
Document steps to reproduce for resolution with internal and external resources i.e. : developers, partners, and clients.
Identify reproducible defects in production environment for resolution for developers.
Document processes procedures, and technical instructions for future reference and use by support teams.
Identify recurring problems and escalate to senior staff for prioritization.
Perform tracking and documentation by entering details of problems, status of service requests and resolution into the company tracking system.
Monitor resolution of problems to achieve resolution.
Qualifications and Skills
Requires a strong background in supporting application systems
Proficient in constructing and executing SQL queries
4+ years experience writing technical documentation or standard operating procedures related to IT technical support or deployment
Strong client / vendor service experience. Interacting with all levels of an organization over the phone and email
Working knowledge to support software systems, application training and overall incident ownership and management
Ability to multi-task, manage time and follow through with assignments.
Excellent communication, verbal and writing skills
Ability to react to high pressure dynamic changing environment
Java knowledge is a plus
Benefits and Perks
Medical Insurance (Costa Rica) / EPS (Peru)
Work from home.
Snacks, fruit and beverages, all free!
Amazing organizational culture.
Challenging projects using the latest technologies with clients from the US and Canada.
Ping-Pong table and tournaments.
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