The successful candidate requires minimum 1 years of Product Support experience and the ability to demonstrate a proven track record in the following areas:

• Provide maintenance, support and enhancement services to applications and technologies that support the stand up of Mexico Payroll Services. (This includes Grupo Tress, Data Entry tools, Integrations from the client)
• Provide support for end user queries via Tickets; You will perform the initial investigation into queries and escalate when necessary.
• Restoring services and fixing production problems related applications and infrastructure in scope to ensure business continuit
• Fixing data or configuration files in production to support re-running processing cycles to correct data errors.
• Corrective code changes and new enhancements of Apps and interfaces released either as emergency or planned releases.
• Managing client tenants/payrolls e.g., creation process, updates & fixes, support calls
• Deal with queries related to system generated reports, data uploads and configuration.
• Maintain documentation and SOPs to enhance the product support capability.
• Writing user guides and other technical documents will be an important part of this role. The management and delivery of this library of support information via the company intranet will be another key responsibility.
• Getting involved with testing to understand new features before they are released.
• Liaising closely with the product development team and accurately communicate complex issues with them both verbally and in writing.
• Work in a global environment where both colleagues and clients have an expectation of service excellence.
• A strong desire to learn and understand our business.
• Demonstrated ability to collaborate across the organization.
• Demonstrated ability to perform at a high level in a high-growth, fast-paced, and technical environment.

What are we looking for in you?

• Fluent English and Spanish Speaker.
• Prior experience supporting software products preferably in a SaaS-based model.
• Capacity to become a subject matter expert for our many products and be able to evolve that knowledge as the product develops.
• Excellent verbal and written communication abilities
• Analytical and problem-solving skills
• Strong Microsoft Office skills (Excel / Word)
• Build and use of file types; CSV / XML / JSON
• Comfortable managing and prioritising support calls and emails via helpdesk tools
• Application development skills
• Task management tools
• Ability to detect and act upon computer and software misuse. Data Protection. GDPR

Desirables

• Skills in Microsoft SQL Server, SQL Scripts development, ETL Development, VB.Net and C#, Basic Network & firewall
• Citrix knowledge desirable or willing to learn.
• Products such as: Grupo Tress/ Zendesk / JIRA / MS Teams / Box / Adobe
• Analysis various log files and other technical data
• Experience in the payroll, financial or human capital management field
• Relevant industry qualifications.
• Additional language skills given the international nature of our business.