SUPPORT SPECIALIST IT / SOPORTE TÉCNICO IT /SQL - EXCEL / REMOTO

POSITION DESCRIPTION Reporting to the Support Manager, the Support Specialist will: • Ensure customer requirements are met with consistently high quality of service • Identify the need for new enhancements to existing software • Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution • Ensure that each support issue and resolution is adequately documented • Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement • Determine which issues require software support and redirect those that do not to the appropriate resolution team • Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results. • Maximizes customer operational performance by providing help desk resources and technical advice. • Enforces company policies and procedures. REQUIREMENTS • Advanced use of Excel • SQL handling • Bachelor's degree in systems engineering or related field. • Strong commitment to rigorous, quality-driven process methods. Must have strong presentation, interpersonal written and oral communication skills. • Must have demonstrated the ability to provide consistent, high-quality responsiveness and overall service to clients. Need to be able to build successful relationships with clients via telephone and email. • Excellent business English is a must • Excellent interpersonal skills • A team player than can also work independently • Can do positive attitude • Critical judgement • Strong problem-solving skills • High sense of operational excellence, disciplined working, and effective time management