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Bilingual Software Support Analyst (English/Portuguese)

Bilingual Software Support Analyst (English/Portuguese)

Mexico City, 11111, Mexico


Are you looking for a unique IT opportunity that will allow you to build relationships with your clients in a supportive environment with endless development and growth opportunities at your fingertips?

Does joining a leading company in Customer Communication where IT is valued, promoted and viewed with extreme impact peak your interest?

Quadient Inc. is currently looking for a customer oriented Application Support Analyst to be based in our Mexico City office and to support our Brazilian (BR) Customer's. Quadient is offering a challenging technical position, that will allow you to further develop your skills and grow professionally, while working in a fun, stimulating and supportive environment.

The best fit for this highly successful collaborative team is someone who has a can-do attitude, is flexible, solution driven, and highly dedicated to providing high quality customer service. The successful candidate will be provided three months of full time comprehensive training to support their learning, skills and transition to the role and company culture.

RESPONSIBILITIES:

Perform general software support duties such as but not limited to:

  • First line of support for problem/incident determination
  • Proactively adhere to Problem/Incident management procedures
  • Develop and maintain customer relationships ensuring expectations are met, issues are resolved and satisfaction is guaranteed
  • Ensure consistent personal development and understanding of company products and services
  • Provide high quality exceptional customer service using effective, professional, proactive and follow through communication
  • Collect information to analyze and evaluate problem/incident tickets, performing setups and duplication of customer reported issues
  • Act as a role model for technical competence, helpfulness and facilitation of learning
  • Perform scheduled tasks as required

KEY QUALIFICATIONS:

  • Post-secondary degree in computer science, information technology or related discipline
  • 1 to 3 year(s) experience in help desk/customer support
  • Experience with any or all of the following:  
      - Networking  
      - Scripting  
      - Knowledge of HTML, SQL, Oracle database, java, .net
  • Preference of CCM and/or print industry experience
  • Must be enthusiastic, driven and possess a positive attitude
  • Highly motivated and willing to take on new challenges
  • Very strong written and verbal communication skills
  • Ability to work in a team environment
  • Self-starter and team player with strong interpersonal skills and customer service orientation
  • Ability to multi-task, adapt to changing priorities, and deliver on time-sensitive deadlines
  • A sharp eye for detail and a logical and analytical mind
  • Must speak English and Portuguese
  • French language skills are considered an additional asset