Senior Technical Support Analyst

hace 2 días

Lima, Perú Clarivate A tiempo completo

We're looking for a skilled and customer-focused Technical Support Specialist to join our team. In this role, you will be responsible for delivering expert technical assistance to end users and customers experiencing complex software, hardware, or network issues.

About You – Experience, Education, Skills, And Accomplishments

  • Bachelor's degree (Library sciences, STEM, Computer Science) or equivalent
  • 5 years of relevant experience

What will you be doing in this role?

  • Acts as primary escalation point for end users and customer contacts, including system admins, facing complex technical issues. Refers cases to the development team as necessary.
  • Applies in-depth product and application knowledge to address unique cases, often requiring reconfiguration or devising scripts.
  • Uses suitable diagnostic tools for troubleshooting.
  • Provides direction during customer visits and mentors less experienced colleagues.
  • Consults with Customer Care leaders on trends, patterns, risks, and opportunities related to support services.
  • Acts as a voice of the customer and reports customer feedback to contribute to organizational learning and best practices.
  • Identify training and educational opportunities and work with management to establish internal training plans on new products, releases, and enhancements.
  • Performs root cause analysis to draw insights and problem management opportunities and works with internal and/or external stakeholders to put actionable strategies in place.

About The Team
Our Customer Care team consists of 700+ individuals located across the globe. The primary focus is to ensure our customers receive best-in-class service experience using our products. We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication. Within A&G segment, we serve some of the most prestigious academic institutions and research universities around the world. Our SaaS solutions help universities transform academic libraries, maximize the impact of research activities, enhance teaching and learning, and drive student engagement and success.

Hours of Work
This is a full-time position, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed.

At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.

  • Senior Technical Analyst

    hace 1 semana

    Lima, Perú PCI Energy Solutions A tiempo completo

    PCI Energy Solutions formally Power Costs Inc.is the premier provider of software, superior customer support, and value-added services for energy companies worldwide. For almost 30-years, PCI has set the standard for developing customer-focused, customer-driven software to meet the constantly evolving needs of ISO/RTO market participants and bilateral...

  • Senior Technical Analyst

    hace 1 semana

    Lima, Perú Power Costs Inc A tiempo completo

    Power Costs Inc. (PCI) is the leading provider of software, exceptional customer support, and value-added services for energy companies worldwide. For more than 30 years, we've been setting the standard in delivering customer-driven software solutions to meet the evolving needs of ISO/RTO market participants and bilateral traders. Today, more than 50% of the...

  • Technical Support, Warranty

    hace 2 días

    Lima, Perú OMODA & JAECOO Perú A tiempo completo

    OMODA|JAECCO Peru, part of the Chery Group, is seeking aTechnical Support, Warranty & Quality Specialistto support our aftersales operations in Peru. This role focuses on assisting dealers with technical issues, managing warranty cases, and improving service and product quality in close coordination with local teams and HQ.Location:Lima, PeruWork...

  • On-site Technical Support

    hace 2 semanas

    Lima, Perú STEFANINI PERU S.A A tiempo completo

    **Buscamos**: **Soporte Técnico Mesa de Ayuda**: +3 años de experiência en MAC, Windows, Vmware VPN, Escritorio Remoto, Office 365, Aranda, Hardware de Equipos, ITIL **On-Site Technical Support L1**: +2 años soporte de primer nível de mesa de ayuda, MS Office, ITIL Foundation, soporte N1 en SAP, módulos: MM, SD; Roles y Autorizaciones en SAP, nível...

  • Senior Financial Analyst

    hace 1 semana

    Lima, Perú Willis Towers Watson A tiempo completo

    Tranzact is seeking a Senior Financial Analyst to join its FP&A department; he/she will be part of a collaborative team and work closely with other departments within TRANZACT as well as within the broader company of Willis Towers Watson, in the preparation and analysis of timely and accurate financial information. As part of the Finance team, the Senior...

  • On-Site Technical Support

    hace 2 días

    Lima, Perú Stefanini Peru S.A A tiempo completo

    Descripción del puesto Buscamos:Soporte Técnico Mesa de Ayuda: +3 años de experiencia en MAC, Windows, Vmware VPN, Escritorio Remoto, Office 365, Aranda, Hardware de Equipos, ITILOn-Site Technical Support L1: +2 años soporte de primer nivel de mesa de ayuda, MS Office, ITIL Foundation, soporte N1 en SAP, módulos: MM, SD; Roles y Autorizaciones en SAP,...

  • Technical Support Engineer

    hace 1 semana

    Lima Metropolitana, Perú Imou A tiempo completo

    We are currently searching for a Technical Support Engineer to support our business development in Peru. This is for our Smart Home brand IMOU (Pronounced: I-Moe). Who Are We? IMOU is a global leader in Smart Home segment and we have built a reputation in overseas market as the go to vendor for Smart Security & Smart Home. Set up as a subsidiary of Dahua...

  • Desktop Support Analyst

    hace 2 semanas

    Lima, Perú Hunt Consolidated, Inc. A tiempo completo

    **Job Duties** - Provide IT support for VIP users from the Company (i.e., Managers, Directors, VPs). - Participate in post-issue committee meetings, along with the End-User Services Supervisor and IT Infrastructure Manager. - Perform onsite advanced support duties that require independent initiative and judgment, including troubleshooting, parts replacement,...

  • Technical Support Engineer

    hace 2 días

    Lima, Perú Imou A tiempo completo

    We are currently searching for aTechnical Support Engineerto support our business development in Peru.This is for our Smart Home brand IMOU (Pronounced: I-Moe).1, Who Are We?IMOU is a global leader in Smart Home segment and we have built a reputation in overseas market as the go to vendor for Smart Security & Smart Home.Set up as a subsidiary of Dahua Group...

  • Remote Technical Support

    hace 2 días

    Lima, Perú Kyndryl A tiempo completo

    Who We AreAt Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.The RoleAre you...