Support Specialist

EPAM Systems, Inc.; Guadalajara; Híbrido; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

EPAM Systems, Inc. is seeking a Support Specialist to join a geo-distributed team providing end-user support to clients worldwide across multiple industries.

You will diagnose and resolve tickets using ITIL practices, manage requests, alerts and inquiries, and contribute to knowledge base updates. The role involves helping onboard new teammates, maintaining system health, and communicating proactively with stakeholders.

Formación

• Two years of relevant professional work experience.
• Fluent English (B2) or higher with strong verbal and written communication.
• Analytical and research capabilities with a proactive mindset.

Responsabilidades

• Log incoming tickets, sort by category, assess and resolve or escalate.
• Manage alerts, email, and phone inquiries; maintain application health status.
• Update Knowledge Base; participate in reporting and process improvement.
• Assist onboarding of new team members; share tools and workflows.
• Communicate with end users to gather details and update stakeholders on status.
• Follow documented procedures for recurring issues; identify patterns for improvement.
• Attend team meetings and contribute to ticket quality reviews.

Conocimientos

English B2

Analytical skills

Teamwork

Proactive mindset

Customer service mindset

Herramientas

MS Windows

Office Suite

Descripción del empleo

We are looking for a Support Specialist to join our geo-distributed team and provide end-user support to EPAM's clients. We support more than 20 clients worldwide across Healthcare, e-commerce, Retail, Travel, Technology, and other industries. Our team serves as a single point of contact for user requests and queries related to the applications and systems we support. As a Support Specialist, you will analyze, diagnose, and resolve tickets/incidents, ranging from straightforward questions to more complex technical issues, using ITIL best practices and a wide range of ticketing tools. The role also involves processing all types of service requests, communicating proactively with businesses, and updating the knowledge base.ResponsibilitiesLog incoming tickets, sort them by category, perform initial assessment, and either resolve them directly or pass them along to higher-tier support when neededManage incoming alerts, email correspondence, and phone inquiries as they ariseKeep watch over application health status and provide support to maintain stable system performanceSpot missing or outdated information within the Knowledge Base, flag it appropriately, and help keep content currentTake part in supplementary support duties, including help with reporting, reviewing ticket quality, analyzing ticket trends, joining process improvement discussions, and attending team meetingsCommunicate with end users to gather additional details needed to accurately diagnose reported problemsKeep stakeholders informed on the status of open requests and expected resolution timelinesFollow documented procedures to ensure consistent handling of recurring issue typesRecognize patterns in recurring problems and bring them to the attention of relevant teamsHelp onboard new team members by sharing insights on tools, processes, and support workflowsRequirementsA minimum of two years of relevant professional work experienceFluent command of English at a B2 level or higher, with strong verbal and written communication skills along with polished phone etiquetteWell-developed analytical and research capabilities, paired with a proactive mindset toward tasks and challengesComfortable working within a team setting, demonstrating a strong sense of ownership, resilience under pressure, and flexibility when circumstances shiftIntermediate or more advanced familiarity with MS Windows and the Office SuiteWillingness to work flexible schedules, including weekends, holidays, and early or late shifts, as well as a hybrid arrangement involving two days in-office where applicableNice to havePrior background in either customer service or technical support rolesFamiliarity with ITIL principles and practicesGeneral awareness of networking fundamentals, cloud platform concepts, and hands-on experience using ITSM toolsWe offerInternational projects with top brandsWork with global teams of highly skilled, diverse peersHealthcare benefitsEmployee financial programsPaid time off and sick leaveUpskilling, reskilling and certification coursesUnlimited access to the LinkedIn Learning library and 22,000+ coursesGlobal career opportunitiesVolunteer and community involvement opportunitiesEPAM Employee GroupsAward-winning culture recognized by Glassdoor, Newsweek and LinkedInEPAM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law.