Source description
About the role
Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance.
Primary Objective of Position: • Key member of Customer Services team that provides Tier II service support. • Ensure documentation and understanding of newly deployed sites through coordination with implementation teams. • Communication with customers regarding status, problem troubleshooting, etc. • Management of service requests through problem resolution and/or escalation to Tier III support resources. • Track and report issues within the CPI (bug fix) process to assure proper resolution to ongoing issues. • Create and maintain a support environment that facilitates issue diagnostics and customer connectivity. • Create and report product improvement ideas including functional enhancements and supportability improvements. • Generate reports documenting the status of support issues.
• This position requires the ability to speak, read, and write in SPANISH and ENGLISH in support of a group of Latin American Spanish speaking customers • BS or greater in Computer Science, Electrical Engineering, Mechanical Engineering, Computer Engineering, or equivalent technical experience. • General information technology knowledge and, ideally, its application to the mining client industry • Experience utilizing TCP/IP networking, MS client and server platforms • Experience in providing first call technical support for enterprise applications preferable in the mining client industry • Experience in providing problem management and root cause analysis for complex applications • Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships • Process focused with the ability to drive service and incident management process improvement • Availability and desire to travel domestically and/or internationally on assignment <25%
To know more about this position, please contact:
Cris Cesar cris.cesar@collabera. com 314-815-5411
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