Job Role Overview
* As a key member of our team, you will be responsible for delivering high-quality support and ensuring seamless customer experiences.
Key Responsibilities
* To maintain the highest standards of quality, regulatory compliance, and company policies in all aspects of your work.
* To achieve excellent First Call Resolution (FCR) rates and minimize rejected resolutions/reopen cases, resulting in exceptional customer satisfaction.
* To collaborate with the business team in creating proposals to drive service improvement plans and enhance overall performance.
* To independently resolve tickets and ensure that agreed Service Level Agreements (SLA) for ticket volume and resolution time are met.
* To provide advanced support for on-call escalations and participate in incident and problem management activities.
* To engage in knowledge-sharing initiatives, such as updating knowledge bases, training new team members, coaching analysts, and participating in hiring processes.
Required Skills and Qualifications
* Apigee platform expertise.
* Application development skills.
* DevOps/SRE experience.
* Platform engineering capabilities.
* Managed services understanding.
* Proficiency in GKE (GCP Cloud Exp).
* Bilingual or multilingual skills in English and Portuguese.
Preferred Skills
* Programming languages like Python, Node.js, or Golang.
* Javascript frameworks such as React, Angular, or Vue.js.
* UX design tools like Figma.