Technical Support Cloud
hace 1 mes
Nuestro cliente, una empresa especializada en la prestación de servicios convergentes e integrales de comunicaciones y cloud para empresas, está buscando un Technical Support Cloud para el equipo de Customer Success. El objetivo de esta persona será brindar un servicio de soporte técnico de calidad con el fin de satisfacer al cliente mediante la comprensión desde la primera comunicación hasta las acciones pertinentes para la resolución de la misma, además de fomentar el cross selling, es decir, aprovechar la oportunidad de gestión de peticiones y/o incidencias para ofrecer el portfolio de servicios y/o productos.
Funciones:
- Punto de escalado y priorización para incidencias de alta complejidad, asegurando el flujo continuo de información sobre los avances realizados.
- Asesoramiento técnico al resto del equipo para la mejora continua de la solución instalada en cliente.
- Atención al cliente vía telefónica-Infoe y ticket-Kayako.
- Gestión avanzada de los tickets así como su categorización y documentación sobre la resolución de los mismos.
- Monitorización de los diferentes paneles de alarmas para ejecutar acciones de aviso y revisión con otros departamentos de la compañía.
- Gestión directa con proveedores para incidencias y mantenimientos.
- Mantenimiento de repositorios de consulta tanto de procedimientos internos como de procedimientos de resolución de incidencias técnicas, herramienta Redmine.
- Mantenimiento de repositorios de consulta para el cliente.
- Reporte directo de problemas en entorno o producción detectados por el técnico o reportados por el cliente.
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