Bilingual Support Analyst (English/Portuguese)

Support/CSO Mexico City, Mexico


Description

Position at Quadient

Are you looking for a unique IT opportunity that will allow you to build relationships with your clients in a supportive environment with endless development and growth opportunities at your fingertips?

Does joining a leading company in Customer Communication where IT is valued, promoted, and viewed with extreme impact peak your interest?

Quadient Inc. is currently looking for a customer-oriented Application Support Analyst to join our LATAM  Customer Care team located in our Mexico City office. Quadient is offering a challenging technical position, that will allow you to further develop your skills and grow professionally while working in a fun, stimulating, and supportive environment.

The best fit for this highly successful collaborative team is someone who has a can-do attitude, is flexible, solution-driven, and highly dedicated to providing high-quality customer service. The successful candidate will be provided three months of full-time comprehensive training to support their learning, skills, and transition to the role and company culture.

RESPONSIBILITIES:

Perform general software support duties such as but not limited to:

  • The first line of support for problem/incident determination
  • Proactively adhere to Problem/Incident management procedures
  • Develop and maintain customer relationships ensuring expectations are met, issues are resolved and satisfaction is guaranteed
  • Ensure consistent personal development and understanding of company products and services
  • Provide high-quality exceptional customer service using effective, professional, proactive and follow through communication
  • Collect information to analyze and evaluate problem/incident tickets, performing setups and duplication of customer reported issues
  • Act as a role model for technical competence, helpfulness, and facilitation of learning
  • Perform scheduled tasks as required

KEY QUALIFICATIONS:

  • Post-secondary degree in computer science, information technology or related discipline
  • 1 to 3 year(s) experience in help desk/customer support
  • Experience with any or all of the following:  
      - Networking  
      - Scripting  
      - Knowledge of HTML, SQL, Oracle database, java, .net
  • Customer communication management (CCM) and/or print industry experience is an advantage
  • Must be enthusiastic, driven and possess a positive attitude
  • Highly motivated and willing to take on new challenges
  • Very strong written and verbal communication skills
  • Ability to work in a team environment
  • Self-starter and team player with strong interpersonal skills and customer service orientation
  • Ability to multi-task, adapt to changing priorities, and deliver on time-sensitive deadlines
  • A sharp eye for detail and a logical and analytical mind
  • Must speak English and Portuguese