Description
We are looking for an experienced native Portuguese speaking
Customer Support Engineer to join this interesting, versatile and
rewarding role in which you can see the positive results of your work
daily. To succeed in this role we require good technical knowledge,
customer interaction skills and independent working style together with
team work skills. The job is located in São Paulo in Brazil and it
requires some national and international traveling. Since our client is a
Dutch company it is required for you to be able to travel for training
purposes to Netherlands.
Job
You will be the primary support contact for a number of customers
and will work together with other support engineers and various internal
Asset Control (development) teams to provide a suitable solution.
- You are able to both work independently and in a team. You have experience with displaying a professional image, representing your company in a suitable manner when visiting your customers.
- You are fluent in both the English and Portuguese language.
- Respond to questions and issues raised by Asset Control customers within the agreed SLA.
- Analyze, recreate and resolve issues reported by customers within the agreed SLA.
- Build relationships with Asset Control customers by proactive communication, regular calls and visiting customers where applicable to achieve a high customer satisfaction index.
- Administer the tickets (issues) and follow up internally by liaising with Product Management, Account Management and the development team.
- Attend and host knowledge sharing sessions from Product & Development and work with new products and features to make sure that the product knowledge is up-to-date.
- Continuously work with the Asset Control products to provide feedback to Product & Development to improve the usability and functionality.
- Build environments for AC Plus to recreate customer environments where necessary (using VMware technology) to recreate and analyze the issues.
- Assist customers with analyzing high-priority issues using remote access to connect to customer environments.
- Provide training to new support members.
- Escalate important issues to management in a timely manner, preventing escalation by the customer.
- Generate and manage a knowledge base, used by customers prior to reporting issues to Asset Control.
- When required, travel to customers to troubleshoot and resolve issues.
- Work on standby during the non-business hours to cover 24*7 support for urgent production issues from customers.
- Work with customers and other support engineers located in different time zones.
- You are able to both work independently and in a team. You have experience with displaying a professional image, representing your company in a suitable manner when visiting your customers.
- You are fluent in both the English and Portuguese language.
- Respond to questions and issues raised by Asset Control customers within the agreed SLA.
- Analyze, recreate and resolve issues reported by customers within the agreed SLA.
- Build relationships with Asset Control customers by proactive communication, regular calls and visiting customers where applicable to achieve a high customer satisfaction index.
- Administer the tickets (issues) and follow up internally by liaising with Product Management, Account Management and the development team.
- Attend and host knowledge sharing sessions from Product & Development and work with new products and features to make sure that the product knowledge is up-to-date.
- Continuously work with the Asset Control products to provide feedback to Product & Development to improve the usability and functionality.
- Build environments for AC Plus to recreate customer environments where necessary (using VMware technology) to recreate and analyze the issues.
- Assist customers with analyzing high-priority issues using remote access to connect to customer environments.
- Provide training to new support members.
- Escalate important issues to management in a timely manner, preventing escalation by the customer.
- Generate and manage a knowledge base, used by customers prior to reporting issues to Asset Control.
- When required, travel to customers to troubleshoot and resolve issues.
- Work on standby during the non-business hours to cover 24*7 support for urgent production issues from customers.
- Work with customers and other support engineers located in different time zones.
Requirements
- Bachelor’s degree in computer sciences, finance or sciences.
- At least five years previous experience in similar role
- Knowledge of related technologies, which are Unix/Linux, SQL, Oracle/Sybase& Java.
- Broad programming/debugging knowledge of e.g. Shell scripts, Perl and Java.
- Proficient in using Support tools.
- Able to deal with Priority 1 issues:
- Coordinating tasks for customer activities and activities within Support and Development.
- Hosting both technical conference calls for the involved engineers as diplomatic conference calls with the business representatives and senior management.
- At least five years previous experience in similar role
- Knowledge of related technologies, which are Unix/Linux, SQL, Oracle/Sybase& Java.
- Broad programming/debugging knowledge of e.g. Shell scripts, Perl and Java.
- Proficient in using Support tools.
- Able to deal with Priority 1 issues:
- Coordinating tasks for customer activities and activities within Support and Development.
- Hosting both technical conference calls for the involved engineers as diplomatic conference calls with the business representatives and senior management.
We offer
Brunel offers outstanding individuals a highly diverse and
challenging job opportunity in a company where an open, professional and
pleasant working culture is greatly valued, where your personal
initiatives will be noticed and rewarded and where you will receive all
the support, coaching and training you need for your future career. This
is your opportunity to discover a wide range of sectors and activities
and develop your expertise in a fast-moving and results-oriented
environment.
Brunel has extensive experience in the international market, and driven by market needs, is dedicating more and more effort to this area. Due in part to the fact that borders are fading and our clients are looking more and more over the border when searching for candidates to fill positions, we decided to cluster our knowledge and expertise in international recruitment in a so-called Global Sourcing Center.
Being intermediated by Brunel means that you are contracted by Brunel. Not only you will have a contract, you will as well be assured of a great career! Our primary and secondary terms of work are excellent.
Brunel Engineering intermediates both junior and senior engineers within the industry for over 30 years now. Our clients vary from multinationals to local companies. Together we will find the job which meets your wishes.
Brunel has extensive experience in the international market, and driven by market needs, is dedicating more and more effort to this area. Due in part to the fact that borders are fading and our clients are looking more and more over the border when searching for candidates to fill positions, we decided to cluster our knowledge and expertise in international recruitment in a so-called Global Sourcing Center.
Being intermediated by Brunel means that you are contracted by Brunel. Not only you will have a contract, you will as well be assured of a great career! Our primary and secondary terms of work are excellent.
Brunel Engineering intermediates both junior and senior engineers within the industry for over 30 years now. Our clients vary from multinationals to local companies. Together we will find the job which meets your wishes.
About the organization
You will work as part of a team that is located in three locations
in the world. You will often be the only engineer at your location and
will individually visit customers when required.
You and the Support team will provide remote and, on occasion, on-site support to Asset Control’s customers, located around the world, on a 24x7 basis divided in shifts. You will be part of our global Customer Support team, which operates from different Asset Control offices on different continents.
You are experienced with this kind of responsibility and have excellent communication skills that allow you to communicate well with customers and colleagues who can be in different time zones through phone, e-mail and ticketing systems.
You and the Support team will provide remote and, on occasion, on-site support to Asset Control’s customers, located around the world, on a 24x7 basis divided in shifts. You will be part of our global Customer Support team, which operates from different Asset Control offices on different continents.
You are experienced with this kind of responsibility and have excellent communication skills that allow you to communicate well with customers and colleagues who can be in different time zones through phone, e-mail and ticketing systems.
Contact
Aksberg, Kristiina (+31 20 3125000)
No comments:
Post a Comment