Important: This remote position requires advanced english knowledge.
Your interviews and day-to-day work will be held in english.
InterConnecta is currently seeking an experienced Senior Support Engineer - Zoho/SaaS to join our Technology Operations team.
The successful candidate will be responsible for our ongoing Zoho support and maintenance services and ensuring that our customers receive exceptional support.
We are a company dedicated to business software consulting, implementation, development and integration. Currently, we have employees and customers in Peru, Argentina, Puerto Rico and the United States.
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This position requires proven experience working with service desk ticketing systems such as Zoho Desk, ServiceNow, Salesforce Service Cloud or others, paired with deep technical knowledge in SaaS business software. Candidates with Zoho experience are preferred.
Requirements:
- At least 5 years of experience providing IT / business software solutions and services to customers in a SaaS environment. (As Analyst, Developer, Administrator, Consultant etc.)
- At least 2 years of experience managing customer service tickets in a B2B IT Services context.
- Strong technical knowledge in: Cloud CRM/ERP software, Web Services/API, Business Process documentation.
- General object-oriented development skills are required, since you will interact with other developers on problem resolution.
- Analytical and problem-solving skills. Self-sufficiency to work in a fast-paced remote work environment.
- Excellent English, communication and interpersonal skills. Ability to communicate fluidly on calls with team members and customers.
- Self sufficiency, critical thinking and decision-making capabilities.
Responsibilities:
- Manage the company's Zoho support and maintenance line of service, including all its associated processes, applications and communications, ensuring that day-to-day customer inquiries are promptly assigned & resolved, and that support tickets are handled effectively.
- Report on the performance and apply measures to increase productivity, efficiency and appropriate documentation when resolving tickets.
- This position does not require managing a full team (yet). We count on PMs and system automation to channel work requests to our team members.
- Taking ownership of our support & maintenance processes, being responsible for their correct operation, continuous improvement and resulting customer satisfaction.
- Monitor and analyze internal metrics to identify areas for improvement, and implement strategies to enhance customer satisfaction and support efficiency
- Communicating with other team members with throughout your work day for successful problem resolution.
We offer:
- Working remotely with a horizontal, diverse international team where everyone is treated equally.
- Respect for your personal time. 8 work hours per day, Monday to Friday. You are expected to be online during your work hours, not outside of them.
- Above average salary level, in USD.
- Growth opportunities in a global Zoho firm.
Job Types: Full-time, Contract
Contract length: 12 months
Pay: $1,500,000 - $2,100,000 per month
Application Question(s):
- Please specify business software applications (CRM, ERP, Help Desk, etc...) that you have worked with in the past.
Application Deadline: 01/08/2023
