Support Engineer - Unqork

April 27

3Pillar Global

WebsiteLinkedInAll Job Openings

Building digital businesses, together.

Product Strategy • Product Development • Product Architecture • Mobile Apps • Big Data

1001 - 5000

💰 Private Equity Round on 2021-10

Description

• Knowledge of Unqork platform. • Provide Support to Unqork Clients by Ticket should be responded in 15 min and communication should be clear, kind, and relevant to the client's request. • Tickets are evaluated for priority and upgraded/downgraded as necessary Client response SLAs are followed based on Priority and Ticket Type • All initial client communications after confirmation of receipt should restate the customer issue & ask relevant clarifying questions • All client communications contain clear and explicit expectation on how many days or hours until they will hear from Unqork support again utilize UQ SLA guidelines • Tickets are escalated to appropriate other teams as needed following SLAs Urgent & High Requests are passed onto the next shift of individuals Calls are scheduled with clients as needed, and information is recorded internally in the ticket from the call outcome. • Updates are provided to the customer within the set communication timeline expectations • Responses show kindness and professionalism to the client Questions are specific to the issue and do not ask for information already provided Responses do not contain incorrect information • Responses utilize Unqork's base communication framework Correctly escalating to management triage or US team Manage Unqork customer incident successfully • All tickets are assessed to be potential urgent issues, and appropriately escalated/de-escalated as needed • Incidents are successfully kicked off in PagerDuty and Slack • Additional teams needed in an incident are correctly identified and escalated to Support Management is escalated to as needed Clients receive regular communication back in ticket about incident progress

Requirements

• Ticketing skills required • Excellent Client communication Skills • Exposure working with US/International projects. • Smart communicators (basic trouble shooting and guidance to customers)

Benefits

• Vacations. According to the law from your first anniversary. • Discretionary Time Off (employees are able to take time off when necessary)* • 26 days of Christmas bonus • Food coupons • Major medical insurance • Life Insurance (optional) • Savings box (optional) • Law benefits: IMSS, Afore, Infonavit. • Career plan that will let you grow and plan for the future • Home Office • Internal Trainings • Support with external trainings and certifications • Referrals bonus