Our international client is actively seeking an Experienced Software Support Specialist located in Buenos Aires to enhance their team and support the custom software implementation for a large end-client. This important role involves providing comprehensive technical guidance and support to both their business operations and their valued customers. As a contributor to the success of the business, the chosen candidate will be tasked with the thorough troubleshooting of IT solutions across the customer environment. Furthermore, the role encompasses the continuous improvement of work processes, in collaboration with a team of developers, solution architects, project managers, and client stakeholders, all while adhering to stringent quality standards.
This is a client-facing role, so strong interpersonal and customer service skills are required. The ideal candidate will possess a robust technical foundation, strong analytical capabilities, and a track record of solving complex problems effectively. Utilizing strong interpersonal skills, the candidate will communicate effectively with customers, offering swift and professional solutions to their technical issues.
Work arrangement: the role is remote with occasional visits to the end-client's office in Zarate (current estimate of two days a month). Valid drivers' license is required; travel expenses will be reimbursed. It's a full-time long-term contract opportunity. The successful candidate must be located in Buenos Aires or Zarate and have C1 level of English communication skills.
Key responsibilities may include: Learn and become the subject matter expert for the software solution that's being purpose-built and implemented for this particular end-client.Help creating the product knowledge base for the end-clientAct as a single point of contact between the end-client and the technical team located in India and Canada.Perform at least basic software troubleshooting with potential to take on more complex tasks and responsibilities.Conduct and apply predefined qualitative tests and functionalities to identify development bugs, paving the way for smooth deployments.Recommend additional resources and processes for task execution enhancement.Grasp both explicit and implicit requirements of the hosting environment.Engage in close collaboration with developers and solution architects to ensure the delivery of highly reliable solutions.Document sources of system bugs clearly and comprehensively.Work alongside various product development platforms to address known issues, boost performance, and resolve solution-related challenges.Handle customer escalations efficiently, ensuring clear and concise communication to foster a superior customer experience.Create detailed documentation in the form of support tickets to log communication and troubleshooting steps accurately. Requirements: 5+ years of IT industry experience3+ years of application/software support or programmer analyst experienceSolid technical support experience preferably in large international enterprise level organizationsVery strong customer service and documentation skillsSome experience working with SAP is highly desirable (in user capacity at minimum) Intermediate knowledge in application, infrastructure, and/or database support.Some experience in deploying software solutions.Solid experience with one of the major enterprise ticketing systems (ServiceNow or similar)Proficiency in English (C1).Strong analytical and problem-solving skills.Excellent teamwork and collaboration abilities.Of Note: Completed background checks will be required prior to the start date if you are selected as a winning candidate.You will be required to sign our standard non-moonlighting agreement prior to the start date if you are selected as a winning candidate.As a winning candidate you will be required to disclose your engagement with DevEngine as a primary client on your professional LinkedIn profile. While we strive to respond to all applicants, please understand that due to the high volume of applications we receive, it may not be feasible to provide individual feedback or responses to every candidate. Rest assured that your application will be carefully reviewed and considered. We appreciate your understanding and interest in joining our team.
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