Software Technical Support Analyst
San José y Lima, Costa Rica y Perú, - Multiple Countries -
hace 2 horas

Company Overview

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.

Job Summary

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.
  • Flexible Schedules.
  • 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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