AvistaHR Looking for IT Support Specialist at San Juan, PR Full Time

Company Overview

Our client, a leader in the Information System industry in Puerto Rico and LATAM, is looking for a Support Specialist.

Description

Customer Support Specialist’s responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.

You will be working closely with your team members to ensure that the documentary structure that supports the customer application is developed, implemented, and effectively applied. Responsible for documenting, responding to, and resolving provider calls on issues related to the application.

Responsibilities

• Must have extensive knowledge of Microsoft applications.
• Must have computer systems skills, this person will be fully working with computer applications.
• Constantly test programs and applications. Provide customer support.
• Manage the relationship with the client.
• Be able to provide training to clients and make guide presentations.
• Establish and maintain relationships with third parties.
• Study customer needs and provide support.
• Assists in meeting customer needs and maintains an open line of communication.
• Manages the resolution of problems, supports the solution of system incidents and provides recommendations to minimize them.
• Manages system incidents reported by customers
• Identifies and analyzes incidents for technical support.
• Participate in the use of customer service record systems to manage and categorize the high volume of problems received via email and calls.
• Provides information to clients on the status of reported incidents.
• Analysis of customer needs.
• Participate in testing applications for launch or full implementation.
• Create and implement special projects using PowerPoint.
• Generate reports after due analysis to monitor reported incidents and identify recurring situations to inform the customer.
• Be able to provide technical support.
• Create and maintain comprehensive project documentation.
• Use and continually develop leadership skills.
• Develop spreadsheets, diagrams, and process maps to document needs.
• Prepare work plans.
• Will collaborate closely with external companies that provide service to the government of Puerto Rico.
• Proceed with the effective evaluation, interpretation, and presentation of relevant data.
• Recommend improvements and/or facilitate problem-solving.
• Review the progress with the Client and report in a timely manner any compliance or deviations to the plan on dates and products.
• The report in a timely manner to the company any deviations.
• Discuss primarily with the company any changes in order.
• Provide a weekly status report of currents tasks, and progress and prepare a weekly timesheet report.
• Perform daily backup of any system development or modification (when applicable).

Qualifications

• Bachelor’s Degree in an appropriate field of study or equivalent work experience
• Technical Skills
• Fully bilingual (Spanish and English)
• Knowledge of testing programs and web applications.
• Proven working experience in Customer support (3 years)
• Excellent client-facing and internal communication skills.
• Excellent written and verbal communication skills.
• Solid organizational skills including attention to detail and multitasking skill
• Needs to domain working on Microsoft Office, Excel, PowerPoint.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required for the job.

Avista is a human resources consulting firm that helps companies attain a game changing culture, drive growth and achieve their vision of success. Combining expert advisory, cutting-edge technology and unparalleled service, we offer innovative solutions that are affordable to the needs of forward thinking organizations.

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