Provide functional and or technical support for the resolution of customer problems, incidents, issues, change requests, and tasks from the MES System.Response, resolve or escalate issues reported from the productive system and related teams such as: Citrix, Tibco, DB, JBOSS and so on. Listen and identify the RCA of a case while interacting with the customer over the telephone and email.Engage with other support teams to resolve request issues in a timely manner.Ensure proper documentation, notification, escalation, tracking, and follow-up of all incidents (ticketing). Wiki management consulting but also creation. Minor installation upgrades.Knowledge in VDI Citrix. Windows Server management. SQL basic queries consulting.

To help users on settings up the DocuSign account settings and higher troubleshoot issues through specified cases.To provide basic customization support to: connect bottoms, branding.Basic connectors understanding and assistance: Dfs, Google, MS, Netsuite, Box etc.To provide help on SSO and organizations creation and management troubleshooting.Basic API issues related to third party apps connections.

Listen and identify the root cause of a case while interacting with the customer over telephone, mail and chat.Assist customers in troubleshooting hardware/software related issues on various platforms and provide support regarding cisco propietary systems and software.Familiar with Windows OS and MAC OS.DX 80 personal devices and public devices placed on collaboration rooms: Mx800, ix5000.Troubleshoot cloud devices such as Webex Board.Software monitoring and resolution for jabber, webex teams, webex meetings.Resolve in proper manner the issue and get the correct root cause.

To listen, think and to react from different customer situations and looking for the best solution possible. Doing the extra mile. To provide excellent customer experience at any interaction with the customers through the service offered. To resolve issues for users with good manner and time for guaranteeing first call resolution.