About the Role:
This position is focused on delivering exceptional service to customers while adhering to quality standards, regulatory requirements, and company policies.
We are looking for a skilled professional who can ensure positive customer experience and satisfaction through First Call Resolution and efficient handling of rejected resolutions/reopen cases.
The ideal candidate will be able to independently resolve tickets, meet team SLA targets for ticket volume and time, and provide support for on-call escalations/L3 level support, as well as incident and problem management.
Key Responsibilities:
* To adhere to established quality standards, regulatory requirements, and company policies.
* To ensure a high level of customer satisfaction through effective issue resolution and timely completion of tasks.
* To participate in the creation of proposals that drive Service improvement plans.
* To independently resolve tickets and meet or exceed team targets for ticket volume and resolution time.
* To provide technical support for on-call escalations and L3 level issues, including incident and problem management.
Required Skills and Experience:
* Apigee expertise.
* Application Development skills.
* DevOps (SRE) knowledge.
* Platform Engineering experience.
* Managed Services background.
* Advanced proficiency in GKE (GCP Cloud Exp).
* Bilingualism in English and Portuguese.
PREFERRED SKILLS
* Programming skills in Python, Node.js, or Golang.
* Javascript frameworks such as React, Angular, or Vue.js.
* Experience with UX Design tools like Figma.
What We Offer:
A dynamic work environment with opportunities for growth and development. A competitive compensation package. Recognition and rewards for outstanding performance. The chance to work with a talented team of professionals. Opportunities for career advancement and professional development.