Your tasks
The Technical Support Specialist works with ticket handling and closure of tickets, and with following-up on the monitoring of ticket fulfillment and incoming customer concerns.
The Technical Support Specialist is responsible for the whole process of following up on the resolution of tickets, responding to customer concerns, and closing tickets. In addition, the Technical Support Specialist shall support Utimaco Professional Services in meeting SLA targets and service operations KPIs, escalating issues when needed.
Important technical skills for Technical Support Specialist include technical skills in the Utimaco product lines and solutions. In addition, excellent verbal and written communication, listening and teamwork skills, high levels of customer service skills, as well as a strong problem-solving ability and ability to present technical information in a pedagogical manner are required. Position is located in Mexico City. Travel commitment 30%.
- Fluency in Spanish and English
- Handling service requests, change, incident and problem management
- Ticket handling and closure of tickets
- Completeness and accuracy of ticket data and documentation
- Train and support First Level Support Engineers
- Send regular communication and notification to customer in case of incidents
- Incident and problem resolution
- Follow Professional Services process landscape and compliance requirements
- Take accountability and responsibility towards assigned process roles
- Time objective: Spend of budgeted time on planned tasks
Your profile
- All level of support (depending on seniority), including ticket handling, changes, incident and problem resolution in collaboration with Solution specialists, Software Engineers, R&D personnel and other relevant stakeholders.
- Active monitoring of incoming customer concerns etc. including completeness and accuracy of documentation related to incoming customer concerns
- Escalate incidents, problems and changes to relevant stakeholders such as 3rd line of support (R&D) in timely manner when product changes or deeper analysis is needed
- Drive and lead customers and partners in how to use Utimaco products and demonstrate values, benefits and possibilities that drives customer satisfaction and potentially drive future up-sell
- Ensure quality in the customer delivery and advise and consult customers and partners from a technical aspect
Drive standardization by documenting work instructions and guidelines to be utilized by customers and for internal use.
- In-depth technical support and advanced technical troubleshooting and analysis
- Ability to handle break/fix support cases
- Simulate customer problems in the test environment and analyze programs on 1st and 2nd level
- Reports customers problems and recommends fixes to internal development teams
- Manage RMA cases (DOAs/ Repairs) and process replacements
- Support the continuous improvement and maintenance of our support infrastructure (knowledge base, support portal, support maintenance)
- Continuously learn and understand the Utimaco products, encryption solutions and general security practices
- Partner up, collaborate and coach global support colleagues as well as other internal and external interface when needed.
Perform regular documentation of service operations activities and ensure knowledge sharing within Utimaco Professional Services.
