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Technical Support Engineer (Spanish)

OpenLM

Madrid

Presencial

EUR 30.000 - 40.000

Jornada completa

Hace 30+ días

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Descripción de la vacante

A leading company in the software sector is seeking a Support Engineer to manage customer inquiries, assist in testing, and create documentation. This role involves direct customer interaction and collaboration with development teams to enhance product quality and customer satisfaction.

Formación

  • Experience in handling customer support tickets.
  • Familiarity with testing and documentation processes.

Responsabilidades

  • Handling and resolving customer support tickets according to SLA.
  • Creating documentation and user stories for customer requests.
  • Conducting internal testing of new components.

Conocimientos

Customer Support
Technical Troubleshooting

Descripción del empleo

The support engineer is responsible for ticket handling and assisting customers in resolving their issues, questions, and concerns. They also help with testing OpenLM components, creating documentation, and engaging in pre-sale activities.

Language Skills : Portuguese – Optional

Key Responsibilities :

  1. Handling, assigning, answering, and resolving tickets promptly according to SLA standards.
  2. Providing support to customers and prospects via tickets, live chat, and live sessions.
  3. Capturing bugs through testing or customer reports and acting as a liaison between customers and developers.
  4. Replicating reported bugs to facilitate resolution.
  5. Creating user stories for customer requests and enhancements, serving as a bridge between customers and development teams.
  6. Offering professional services to customers.
  7. Conducting internal testing of new OpenLM components.
  8. Assisting in creating documentation for OpenLM components.
  9. Supporting the sales department with technical inquiries from prospects.
  10. Delivering demo sessions to prospects alongside sales representatives.
  11. Following up as a technical contact after demonstrations.
  12. Deploying the OpenLM system for trials or proof of concepts (PoC).
  13. Engaging with non-technical departments to address technical questions.
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