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Support Engineer

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Are you passionate about the exciting world of Cloud Services? Do you enjoy technical challenges and want to be part of an International team that supports breakthrough technologies that will profoundly change the way people manage business? This is an opportunity to be part of a global organization and support a revolutionary platform of products. We are responsible for our customers overall support experience with the client.
We have an opening for an outstanding Technical Advisor (TA). The role of the TA is ensuring the technical readiness and expertise of our vendors support staff; provide support in escalations and difficult situations. This highly critical position requires on-going interaction with all parts of the Cloud business including internal and external customers and partners.
The ideal candidate will have technical support experience, experience dealing with outsourced vendors and experience communicating with internal and external leadership. They should have a proven background of proactively driving improvement, providing clear and actionable direction to team members, strong customer communication skills and a passion for new technical challenges.
Responsibilities:
• Building strong partnerships with our vendors and working through those relationships to support and ensure the success of our outsource vendor organization.
• Guiding vendor and internal teams to ensure progress on deliverables, consistency in approach, sharing of best practices, and collaboration on initiatives enhancing service delivery.
• Defining and evangelizing operational standards, processes, and practices to our outsource vendors teams.
• Driving readiness activities including technical triage/training creation and delivery.
• Ensuring we meet or exceed our overall business goals in the areas of quality and productivity in the most cost efficient manner.
- Working hours are Monday to Friday 9 am 6 pm CST, it is required to work at the Las Colinas location.
• Build and maintain strong partnerships with the team located in Tele-performance Boca Raton and Lisbon. Working through those relationships support and ensure Customer Partner and Experience (CPE) results are according with targets.


The successful candidate will have
• They should have expert knowledge of advanced troubleshooting and other sophisticated tools used to analyze problems and develop solutions to meet customer needs.
• They should have advanced knowledge and the ability to mentor others in all areas of a Support Engineer or Technical Lead’s job including setting customer expectations, devising and implementing action plans, advanced technical troubleshooting, managing hot customers, and professionally communicating to all parties involved.
• The candidate will develop and deliver advanced technical training, must thrive on a fast pace, be extremely flexible, and able to work with ambiguity. International and/or domestic travel required.
• Experience working with outsource vendors a plus.
• Must have ability to obtain passport within 30 days of hire.
Recommended qualifications:
• Superior problem solving and troubleshooting skills.
• Exceptional customer service and strong communication skills are required.
• Must possess the ability to work independently with minimal management supervision and as part of international team of Technical Support Leads;
• Demonstrated aptitude for providing exceptional customer service in politically charged environments;
• Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and through content development;
• Ability to apply technology to improve existing products and systems at customers and for internal use;
• Ability to actively participate in team support by proposing and implementing solutions.
Technical Requirements: Solid Exchange On premise and Online background.
Education: A college degree is desired. MCSE strongly preferred. Will consider related field (or equivalent) experience.

Language requirements: Portuguese & English, or Spanish & English or trilingual (English, Spanish and Portuguese)

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