BI & BigData Service - Monitoring/Support

The Support Team Member is responsible for working on the daily operations of the technical support team as well as participating as an active member of the team.   As a team Member, this position will partner with the client to deliver exceptional support to customer through phone, email and chat.  This team member will be expected to resolve all day-to-day issues pertaining to BI & Big Data related bugs and tickets.

ROLE & RESPONSIBILITIES 

English & Portuguese (verbal & non-verbal) – Fluency Must

Thorough knowledge of JIRA bug tracking and monitoring - Must

Good Knowledge of BI, ETL & Big Data Technologies - Must

Be the point of contact when it comes to technical issues 

Provide support where needed for both internal and external customers

Clearly communicate escalated issues to Team Lead as needed

Manage and report on all incoming technical support inquiries 

On-board all new technical support team members

Be actively involved with the operational delivery and UAT if required for new product and feature releases 

Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner

Implement any necessary preventive measures to reduce customer faults and issues

Provide all technical support related processes and documentation for continuous improvement

Assist in the creation and implementation of customer self-service material and tools

KNOWLEDGE & SKILLS REQUIRED

Good Knowledge of BI & Big Data and allied technologies - MUST

Thorough knowledge of JIRA, bug tracking and monitoring is MUST

Excellent communicator, both oral and written in English & Portuguese

Strong analytical skills to investigate and resolve customer support tickets

Able to multi-task efficiently under time pressure