Analista de Soporte Tecnico con Aleman e Ingles

Key Responsibilities

Own and resolve customer issues for our broad customer base of fortune 500 companies

Support mission critical applications in various time zones

Troubleshoot, diagnose and resolve customer issues independently, using available resources

Reproduce issues from customers' description of the problem and/or from customers' code snippet

Write a knowledge­-based article for every new issue you resolve

Read and interpret product log files

Attention to detail in analysis and CRM updates

Communicate effectively with customers, including expectations for callbacks and follow­-up on their issues

Manage difficult customers effectively and professionally, seeking help from senior staff or forums and other resources available to you as needed

Log bugs with development team with clear and precise information, detailing how to reproduce the issue

Utilize your language skills and demonstrate an increasing level of customer care skills

Weekend on­ call coverage for production issues (after reaching the appropriate experience level)



Required experience and education

Fluent in German and English (Oral and Written)

Degree in Computer Science

Database knowledge (oracle, ms sql)

microsoft .net skills  (C#. ASP.net, WCF)

Experience with troubleshooting Windows applications

Knowledge and experience with troubleshooting Web technologies(​JavaScript, Html, SOAP, REST, JSON, AJAX)

Familiarity with iOS Apps is an asset

Must comply with our Data Security policy and provide their own computer