Provides first-level support to clients in the U.S., Brazil and LATAM. Accepts and logs all support calls, provides firstlevel research and resolution, and may refer to second-level support when higher skills are required to resolve the issue.
Role and Responsibilities
These responsibilities include but are not limited to:
Visits to the field during first months
Spend time with the IT PM Commissioning/Customer Support Manager and Support team, to know the types of calls without answering the phone calls at the beginning.
Check parameters, spot problems between site backups or database backups
After training completion:
Respond to customer support inquiries & update the ticket tracking system
Support by Telephone or out-of-town on-site support of software installation, and configuration, as well as network and application software support.
Follow-up internally & externally
Qualifications and Education Requirements
Years of relevant experience: 0 – 2 years
Education: Associate’s Degree (or other 2-year degree) or Bachelor’s Degree in Computer Science, Mechanical, Mechatronic or Electrical.
Willingness to travel
Bilingual (Portuguese and English). Spanish a plus
Possess a valid work/travel US Visa
Willingness to work evening hours
Troubleshooting techniques and procedures using Windows OS, Windows Terminal services, PC desktop knowledge, networks, and PC (Windows domain) architecture
Experience with MS SQL Server is desirable
Some “hands-on” knowledge of electrical/electronic circuits, computer I/O modules and process concepts is highly desired
Ease of learning, ambitions toward network or controls engineering
Winning Behaviors, competencies, skills
Ability to adapt to changing technical specifications
Instructing non-technical users to do something with business applications
Ability to solve problems using critical thinking
Team players able to get along with co-workers
Good communication skills
Knowledge in robotics and automation
Ability to wear Personal Protective Equipment (PPE) (Eye and Face Protection, Respirator) when needed
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