Technical Support Analyst Ii For Back-End
Guadalajara, Jalisco, México
hace 6 días
source : JobLeads

Technical Support Analyst Ii For Back-End

Technical Support Analyst Ii For Back-End

We are a fast growing, fun loving team of creative thinkers and passionate collaborators.

We want Helpware to be the best place anyone has or will ever work!""

Continuous learning

Happy work environment


This company is fascinating, more than a job, it’s a family. Helpware has the best team in every way possible, from tools and places to work all the way to management.

Working here has been a wonderful experience since day one. Great salaries, beautiful views, and the best, heavenly work environment.


I have been working at Helpware full-time (More than 2 years). People very innovative and forward thinking company. Way more diverse and creative than most traditional companies in the customer support industry.

Everyone who works hard receives a respectable payment. Feels like a family, cozy atmosphere. Plenty of room for both personal and professional growth.

Technical Support Analyst II for Back-End

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies.

Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Guadalajara, Mexico Team is growing and we're looking for experiencedCustomer Support Representatives to join our Helpware team.

Position Overview :

We are looking for technically skilled candidates with excellent interpersonal skills for the Senior Technical Support position.

Technical Support Analyst II troubleshoot more complex technical issues, provide timely customer feedback, and support the roll-out of new applications, among other duties.

Moreover, Technical Support Analyst II talk to customers directly, as well as create written documentation, requiring excellent written and verbal communication.

This role is a senior role within the Technical Support team of the Company and requires extensive background and experience in problem-solving software related issues, including deep dive research into source code and logic.

This role will serve as mentor to junior level Technical Support Analysts.

Primary Responsibilities :

  • Troubleshooting technical issues.
  • Diagnosing and determining bugs.
  • Speaking to customers to quickly get to the root of their problem.
  • Providing timely and accurate customer feedback.
  • Following up with clients to ensure the problem is resolved.
  • Supporting the roll-out of new applications and support of roll-out projects.
  • Providing support in the form of procedural documentation.
  • Managing multiple cases at one time
  • Qualifications :

  • 7+ years of technical support experience of Software applications, preferably proprietary SaaS based platforms.
  • Knowledge of Relational Databases and Transact SQL is expected
  • Experience with .NET Framework and its languages (C# andVB.NET ) is required
  • Experience working with batch processing applications (Console Applications, SQL Jobs, Windows Services) is required
  • Prior experience in tech support, desktop support, or a similar role.
  • The ability to take the initiative to find the root of the problem.
  • Attention to detail and good problem-solving skills.
  • How did you know about our job opening? *


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