About the Role
This is a challenging and rewarding position that requires a unique blend of technical skills and business acumen.
Job Responsibilities
* To maintain the highest standards of quality, adhering to regulatory requirements and company policies at all times.
* To deliver exceptional customer experiences, achieving First Call Resolution and minimizing rejected resolutions and reopened cases.
* To contribute to the development of proposals that drive Service Improvement Plans in EN businesses.
* To independently resolve tickets and ensure timely completion within agreed SLAs for the team.
* To provide support for on-call escalations, including L3 level support and incident/problem management.
* To engage in value-added activities such as Knowledge Base updates and management, training freshers, coaching analysts, and participating in hiring drives.
Required Skills and Qualifications
* Proficiency in Apigee, Application Development, DevOps (SRE), Platform Engineering, Managed Services, and GKE (GCP Cloud Exp).
* Demonstrated expertise in Advanced English and Portuguese.
Preferred Skills
* Experience with Python, Node.js, or Golang, as well as familiarity with JavaScript frameworks like React, Angular, or Vue.js.
* Skills in UX Design tools like Figma are highly desirable.
What We Offer
A dynamic work environment that fosters growth and opportunities for advancement. Collaborative teams working towards shared goals. The chance to develop new skills and expertise. A comprehensive benefits package that supports overall well-being.