4GL Solutions
• $70K — $95K *Qualifications
Responsibilities
Benefits
Departmental Objective: Product Support
Product Support is a function with our professional services organisation is the face of our clients who use our software products and services. Product Support is a key function within our organisation responsible for ensuring the software product and services are working as expected. Product Support teams works with various cross functional teams within C&R to ensure any issues or problems reported by our clients are resolved in a timely and effective manner.
Key Responsibilities of a Product Support – Lead Engineer :
Troubleshooting Issues: Involve in troubleshooting activities by analysing the logs, running SQL queries, recreating the problem in internal/lower environments. Join in collaborative troubleshooting sessions with the customers where needed and drive towards a quicker issue resolution. Willing to work outside of business hours to resolve critical issues and be available to be on-call rota.
Ticket Management: Using the provided ticket management tool, triage incoming tickets and ensure timely response to the issues raised by the customers. Provide efficient and quality communication to the customer explaining the actions being taken and the resolutions being implemented. Show ownership of the ticket and take it to resolution.
Collaboration: Work with Engineering, Professional Services, DevOps and other departments within C&R through established processes to resolve client reported issue in a timely manner. Participate in the respective collaboration meetings to present the case/issue to get feedback and escalate as needed.
Process Improvement: Continuously evaluate product support processes and practices. Identify areas for improvement and suggest strategies to enhance efficiency and effectiveness
Business Unit: Jonas Collections and Recovery - Chile Scheduled Weekly Hours:40 Number of Openings Available: 2 Worker Type: Regular
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