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Technical Support Engineer - Portuguese/Spanish/English

Location Mexico, United States
Posted 25-September-2021
Teradata Technical Support Engineers work with our Fortune-500 Clients to solve technical problems they encounter with our Cloud Analytics and Database tools. Along with incident management and initial problem-solving capabilities for the worlds leading analytics platform and database, you will provide the technical/functional knowledge necessary to resolve customer problems. Our team is a 24x7 high-volume global support center. Along with incident management, we provide technical/functional knowledge necessary to resolve customers problems, both internal and external.

What Youll Do

The Technical Support Engineer works in a fast-paced, demanding technical customer support center environment that requires timely solutions to complex technical problems, often of a critical nature to the customer. As a Technical Support Engineer, you will perform troubleshooting activities, escalate problems to the appropriate party(s), and assist in communicating the solution to the customer. You will develop and maintain a working knowledge of current hardware, software, firmware, processes, and tools. You are required to have both strong technical and interpersonal skills. The work environment requires 24x7 coverage. This position will also be providing support to customers in Brazil in the local language (Portuguese).

Accept and respond to incoming calls and emails

Provide Initial problem triage and clarify problem definition
Search knowledge bases for known solutions to known problems
Identification and management of duplicate incidents
Extract logs, dumps, error files from customer systems
Prepare and transmit source upgrade files
Provide remote support to on-site resources
Isolates standard problems
Log problem resolution and support knowledge creation
Coordinates activities associated with product/service resolution issues
Apply search tools to identify previously developed solutions and recognize patterns and symptoms
Coordinate with customers and end-users to implement solutions.
Track, monitor, and maintain incident progress
Manage the coordination of problem records and associated activities to drive problem resolution
Drive service quality and process improvement through continuous business process analysis

Skills and Experience Youll Need to Be Successful

Current USA B1/B2 Visa Required (or ability to obtain as a condition of employment)
Fluent in English, Portuguese, & Spanish (Effective oral and written communications skills required)
BA/BS in Computer Science or equivalent experience
1-2 years of Technical Support related experience
Basic Database and Operating System knowledge
Experience in a Help Desk/Customer Service position
Work schedule flexibility required (Work set schedules including weekends and holidays)

Ideally, you will also have the following:

Knowledge of Support Center procedures and troubleshooting protocols
Knowledge of Lean Problem Solving
Knowledge of UNIX, Linux, Windows, and other current operating systems
Knowledge of Teradata support tools including the installation of remote tools
Min 1 to 2 Years.

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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