**Responsibilities**:
Join our Kondor Engineering Support Group in Guadalajara, where you'll play a crucial role in delivering exceptional customer service to both local and international clients. As part of the Fusion Capital Kondor team, you'll work with a market-leading trade and risk management solution that empowers global trading activities. Our platform is flexible, customizable, and provides real-time coverage across various asset classes and market instruments. We're seeking enthusiastic individuals who are eager to learn and contribute to our amazing team.
**Responsibilities & Deliverables**:
As a Junior Technical Customer Support Engineer, you'll be responsible for:
**Timely User Support**:
- Responding to user requests within defined Service Level Agreements (SLAs).
- Ensuring clients can effectively utilize our product according to their needs.
**Issue Resolution**:
- Keeping clients informed about the progress toward resolving their issues.
- Tracking and managing issues sent to other departments to achieve client satisfaction.
**Process Improvement**:
- Collaborating with the triage team once you've gained sufficient experience.
- Contributing to monthly, quarterly, and ad-hoc reports.
- Providing valuable feedback to other departments.
- JIRA Integration:
- Creating defects in JIRA as necessary.
- Leveraging JIRA for efficient issue tracking and resolution.
**Required Experience**:
**Communication Skills**: Excellent verbal and written communication abilities.
**Analytical Mindset**: Strong problem-solving skills and attention to detail.
**Customer Focus**: A genuine desire to understand and meet client needs.
**Language Proficiency**: Strong communication in English both written and verbal.
**Education ( an asset)**: Degree or experience in a related field
**Technical Knowledge**:
- Familiarity with Unix/Linux/Windows Server environments.
- Understanding of MS-SQL/Sybase databases.
- Knowledge of OpenOIDC/Oauth2/LDAPs (an asset).
- Exposure to Kubernetes/OpenShift/Helm (an asset).
- Cloud experience (an asset).
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