Support Technician I
CurrentAnswer customer calls, actively listen and gather complete information. Resolve simpleand urgent incidents immediately, and ask the customer to create a ticket for complexincidents.Respond to tickets created by customers within a maximum period of 15 minutes,informing them that their case will be reviewed and providing comments relevant to thereported incidentReview and manage unassigned tickets, including those related to Project managers,adding them as ticket followers.Follow up on cases without a customer response and close tickets if confirmation is notobtained after two attempts.Promote knowledge documentation, documenting errors or support casesBe up to date on technological advances, implement improvements in the departmentand constantly study chatgpt4 or other AI updates.Monitor the status and progress of tickets assigned to the support teamVerify that database backups are being made and saved correctlyEnsure availability and attention during office hours from 8:00 a.m. to 5:00 p.m. in theSpanish time zone with 1 hour of rest from 2:00 p.m. to 3:00 p.m.Maintenance of Service Levels (SLA): As part of their contract, the support technicianmust maintain the agreed service levels.
