[job - 24442] Mid - level Support Analyst, Colombia (spanish Is Required)

Mid-Level Support Analyst, Colombia (Spanish is required)

We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions. With over 7,400 CI&Ters around the world, we've built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.

To address and resolve support requests for users and production support, ensuring the restoration of production operations as quickly as possible while meeting the needs of end users. The main mission is to provide personalized service, focusing on empathy and the efficient resolution of incidents and requests, within agreed-upon deadlines.

Main Responsibilities/experience that you should have:

• Respond to support requests, clarifying doubts from end users and resolving incidents and service requests.
• Restore production operations through remedial actions, following service level agreements (SLAs).
• Keep the user informed about the lifecycle of the support ticket, from opening to resolution.
• Actively contribute to the improvement of the services provided by utilizing in-depth knowledge of the client's business.
• Prioritize and escalate critical situations, understanding the impacts on the business and ensuring resolution on the first engagement by the support team.
• Promote user satisfaction by establishing a partnership and empathetic relationship with the reported issue.
• Prevent the reopening of support tickets by ensuring that incidents and requests are resolved efficiently.
• Collaborate with the support team by sharing knowledge and contributing to collective learning.
• Implement and optimize algorithms and automation processes using AI techniques to improve workflow, reduce delivery time, and increase operational efficiency.
• Develop and maintain systems that promote continuous delivery and effective integration of new technologies, aligned with the Flow strategy.

Soft Skills:

• Problem Solving: Strong analytical skills to effectively troubleshoot and resolve problems.
• Communication: Excellent verbal and written communication skills for effective interactions with clients and team members.
• Time Management: Ability to prioritize tasks and manage multiple responsibilities in a dynamic environment.
• Teamwork: Collaborative mindset to work effectively with cross-functional teams.
• Adaptability: Willingness to learn and adapt to new tools and processes.

Languages:

• English - Required (multicultural team)
• Spanish - Required (Mexican client)

If you like it, just apply and good luck!

Our benefits include:

• Premium Healthcare
• Meal voucher
• Maternity and Parental leaves
• Mobile services subsidy
• Sick pay-Life insurance
• CI&T University
• Colombian Holidays
• Paid Vacations
• And many others.
• Collaboration is our superpower, diversity unites us, and excellence is our standard.
• We value diverse identities and life experiences, fostering a diverse, inclusive, and safe work environment. We encourage applications from diverse and underrepresented groups to our job positions.