Descripción del puesto

Within a global team, you will be responsible for providing frontline user and customers support to our fast- growing business in Uruguay and other offices, in America.

Reporting to the Americas IT Manager, you will work with the other regional team members based in Uruguay, Colombia, Perú, Argentina, and central teams for 2nd and 3rd level support based in Central Europe and APAC.

As IT Technical Support Engineer, you will be responsible for proper diagnosis of any IT related issue, and escalation to central teams if, and when needed.

This is client facing role with the purpose to build and maintain strong client relationships ensuring customers satisfaction and smooth efficient support.

You will also participate in the projects offices maintenance, moves or extensions.

The position requires travels mainly across Uruguay.

If you are a talented IT Service Delivery Specialist, have passion for customer satisfaction then this is the right job for you!

Duties and Responsibilities:

 Being the first point of contact according to defined service levels and operating hours;

 Provide local 1st line support to Refund points at Uruguay Customs, and employees from branch offices. All contacts (i.e. incidents, requests…) have to be logged in an accurate and timely way as per defined Merchant Services processes;

 Operate the Issue Tracking System and the related processes including communication and escalation structures;

 Doing field service to solve or escalate all incidents and requests in a predefined, accurate and timely way;

 Install, Maintain, Deinstall applications and devices like electronic kiosks according to Refund Services processes.

 In coordination with the sales team, provide training and after sales support related to the Issuing Solutions (onsite, or by phone);

 Maintain, operate and keep the local inventory accurate and provide inventory access/reports to the team;

 Costs to be in line with budget.

Requisitos

Skills and education:

 IT or Technology education;

 3 - 5 years’ experience in a similar position;

 Technical background as Technical Support (First Level).

 Understanding of Pc, Operating Systems, Networks and Point-of-sale related technology and

transactional systems.

 Familiar with Ticketing Systems.

 Skilled on electronic Kiosk’s support is definitely a plus.

 Experience managing infrastructure implementation projects with external providers and telcoc ompanies.

 Nice to have experience on Payment Systems/Solutions.

 Proven understanding of customers’ needs and able to provide solutions or escalate issues.

 Strong customer service orientation.

 Technical English required to be trained and escalate issues. B2 Independent and self-motivating personality, able to work under remote management.

 Strong resolution orientation, interpersonal, communication and organization skills.

 Ability to work in team and present ideas clearly and concisely.

 Willingness to travel (50%), through Uruguay and other area countries if required

 Weekend shifts once per month during low season.

 Weekend shifts required during high season (Uruguay summer time and July)

 Own mobility required.

You will have a variety and challenging job in a fast growing international Company with excellent development potential.

Location: Montevideo

Beneficios

Benefits: prepaid medical insurance, vacation days according to local law, annual bonus, special leave.
Company-provided cell phone for work use.
Company-provided computer equipment for work use.
Internet connectivity (home) – expense reimbursement.
Personal vehicle expenses – expense reimbursement + 100% car insurance.
Required:
Off-season weekend work Saturday + Sunday 12 hours/day every 4 weeks (extra pay)
High season weekend work (Uruguayan summer + July) 12 hours Saturday and 12 hours Sunday and holidays (extra pay)