Senior Customer Support Engineer (L1)

ELEKS Customer Support Office is looking for Senior Customer Support Engineer (L1) in Argentina.

ABOUT PROJECT
Our customer is a well-known financial advisory company from the USA that has been providing services since 1974. The project is a platform that allows brokers to organize the full working process with their clients: synchronize with the exchange for data, create reports, etc.

REQUIREMENTS

• 3+ years of technical support experience
• Experience troubleshooting Windows 10/11 OS and browser issues
• Familiarity with Microsoft Office Suite (2016, 2019, Office 365) and basic connectivity issues; advanced Outlook functions and Exchange protocols
• Knowledge of Active Directory, Azure, and domain environments
• Experience supporting mobile devices (iOS, Android)
• Ability to troubleshoot TCP/IP networking and network devices (printers, scanners)
• Excellent communication skills (phone etiquette, listening, and follow-up)
• Upper-Intermediate English level

RESPONSIBILITIES

• Register and resolve requests on the help-desk, task management system, chat and telephony system
• Gather all required information from different sources to start issue investigation
• Investigate, reproduce and document customer issue
• Provide steps/solution how to fix the issue
• Coordinate communication between IT teams and customer
• Performing live consulting sessions for a customer
• Maintain documentation/knowledge base, it’s structure and templates
• Provide suggestions and implement best practices of L1 performance and efficiency improvement
• Take ownership to resolve customer requests in accordance with SLAs and incident management protocols

What will you get with ELEKS

• Cooperation with a customer
• Challenging tasks
• Competence development
• Ability to influence project technologies
• Projects from scratch
• Team of professionals
• Dynamic environment with low level of bureaucracy

ABOUT ELEKS

ELEKS is a custom software development company. We deliver value to our clients, thanks to our expertise and experience gained from working as a software innovation partner since 1991.

Our 2000+ professionals located in the Delivery Centers across Eastern Europe and sales offices in Europe and North America, provide our clients with a full range of software engineering services. These include product development, QA, R&D, design, technology consulting and dedicated teams.