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Support Agent

Customer Service · Full-time · El Alto, Bolivia

Job description

ProcessMaker is looking for a highly energetic and passionate engineer that enjoys resolving customer technical issues in a timely and concise manner, suggesting and implementing changes that are needed in order to provide an excellent customer service and deliver a powerful workflow and BPM technology to improve customer’s business.

Responsibilities

  • Provide technical support to ProcessMaker customers.

  • Complete proper follow-up to tickets that require scaling or multi-area interactions

  • Guarantee the flawless execution of the ProcessMaker Support Procedure for ticket resolution.

  • Deliver a high quality customer experience for ProcessMaker global client portfolio.

Essential Functions

  • Communicate and solve customers' problems via phone, email, live chat and face-to-face meetings

  • Respond to customer queries in a timely and accurate way, via the Support Portal and/or phone.

  • Identify customer needs and help customers use specific features.

  • Analyze and report product malfunctions (by testing different scenarios or impersonating users).

  • Monitor ProcessMaker Cloud Server performance/availability.

  • Escalate critical issues on ProcessMaker Cloud server to the CloudOps team.

  • Identify, troubleshoot and escalate bugs to the Engineering Teams.

  • Fulfill adequately customer-specific SLA conditions, escalating and engaging pertinent company resources until reaching a successful ticket resolution.

  • Follow up with customers to ensure their technical issues are resolved.

  • Gather customer feedback and share it with our Product, Sales, and Marketing teams.

  • Identify customer needs and escalate to Customer Success and Professional Services Teams.

Minimal Qualifications

  • Bachelor in Systems Engineering, Information Technology, or related fields (or equivalent experience).

  • Advanced English Communication skills

  • Proficiency with Linux, PHP, JavaScript, and MySQL/SQL Server databases.

  • Competence with Linux and Windows web server deployment: Apache, Nginx

Preferred Qualifications

  • Solid experience in Technical Support.
  • Laravel knowledge
  • Docker knowledge
  • Ticketing system user experience.
  • Virtual machines deployment experience

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