Job Description

Our partner is looking for a Bilingual Technical Support Engineer to join their Customer Support team in a Remote position. This individual will be responsible for working with external customers to provide them product/software support and resolve any technical issues that may arise. The ideal candidate will be fluent in Spanish and passionate about providing white glove customer service to all customers.

Responsibilities:

• Respond to product related customer issues and contact customers to triage problems.
• Provide remote product support for customers and troubleshoot product configuration issues.
• Complete changes to Customer Azure environments (Configuration Changes, Database Copies, VPN, VM Resize, DB Scaling)
• Research, resolve and respond to complex issues across the application product lines and product boundaries ensuring policy compliance.
• Submit customer enhancement requests to software development teams.
• Update and maintain technical knowledge base articles.
• Ensure all interactions with customers are positive and handled with a high sense of urgency.
• Lead by example and encourage information sharing, team-based resolution activity, cross training and putting an emphasis on resolving cases as quickly and effectively as possible.
• Perform customer software installations and upgrades, typically in virtualized environments.
• Building strong relationships with customers.

• 5+ years Software and/or In-App troubleshooting experience
• College diploma or Bachelor\'s Degree in a technology-related field (or equivalent work experience)
• Experience in a Level 2 or Level 3 IT support environment
• Fluent in Spanish
• Experience supporting customers in a Windows environment (Windows 10, Windows Server, IIS, SQL Server, SQL, VMware, and/or Hyper-V)
• Experience solving financial-driven support issues
• Knowledge of Finance and Accounting practices and principles
• Experience documenting best practices and procedures in an IT knowledge base
• Microsoft and Cisco Certifications are a plus
• Nice to Have: Prior experience with any of the following products: Oracle Hyperion HFM, FDM, Planning, Essbase, Blackline, SAP Outlooksoft BPC, SAP BOFC (Cartesis), IBM Cognos or other EPM solutions.
• Nice to Have: Experience with PowerShell, VB.net or Visual Basic. Any object-oriented programming

• Excellent Medical Plan
• Dental & Vision Insurance
• Life Insurance
• Short & Long Term Disability
• Vacation Time
• Paid Holidays
• Professional Development
• Retirement Plan

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