Support Engineer - Unqork
Mexico
Product Development – Product Development /
Full-time /
Remote
WE ARE 3PILLAR GLOBAL
At 3Pillar, culture is more than a buzzword. The power of culture, teamwork, and open collaboration drives our commitment to building breakthrough software solutions that power digital businesses. Our passion for software development has gained us recognition in some of the industry’s most innovative spaces, including a spot on the Inc. 5000 list ten years in a row, a three time winner of the Washington Post Top Workplaces Award, and notable features in Forbes, Fortune, and the Washington Business Journal.
We are an innovative software development partner whose solutions drive rapid revenue, market share, customer growth and employee efficiency for industry leaders in Media and Publishing, Information Services, Banking and Financial Services, Insurance and Healthcare.
Our key differentiator is our Product Mindset. Our development teams focus on building for outcomes and all of our team members around the globe are trained on the Product Mindset’s core values – Minimize Time to Value, Solve For Need, and Excel at Change. Our business-minded approach to agile development ensures that we align to client goals from the earliest conceptual stages through launch and beyond.
WHAT WE BELIEVE
At 3Pillar, our core values – Intrinsic Dignity, Outsized Impact, Open Collaboration, and Continuous Improvement – drive our commitment to providing best-in-class software development services to high-growth businesses across the globe. We’ve spent more than fifteen years building innovative software solutions. Our executive team has always held our values to the highest standard which has led to active participation on the Forbes Tech Council, a winner of the Ernst & Young Entrepreneur of the Year Award, and a spot on the Washington Business Journal’s Women Who Mean Business list.
RESPONSIBILITIES
- Knowledge of Unqork platform.
- Provide Support to Unqork
- Clients by Ticket should be responded in 15 min and communication should be clear, kind, and relevant to the client's request.
- Tickets are evaluated for priority and upgraded/downgraded as necessary Client response SLAs are followed based on Priority and Ticket Type
- All initial client communications after confirmation of receipt should restate the customer issue & ask relevant clarifying questions
- All client communications contain clear and explicit expectation on how many days or hours until they will hear from Unqork support again utilize UQ SLA guidelines
- Tickets are escalated to appropriate other teams as needed following SLAs Urgent & High Requests are passed onto the next shift of individuals Calls are scheduled with clients as needed, and information is recorded internally in the ticket from the call outcome.
- Updates are provided to the customer within the set communication timeline expectations
- Responses show kindness and professionalism to the client Questions are specific to the issue and do not ask for information already provided Responses do not contain incorrect information
- Responses utilize Unqork's base communication framework Correctly escalating to management triage or US team Manage Unqork customer incident successfully
- All tickets are assessed to be potential urgent issues, and appropriately escalated/de-escalated as needed
- Incidents are successfully kicked off in PagerDuty and Slack
- Additional teams needed in an incident are correctly identified and escalated to Support Management is escalated to as needed Clients receive regular communication back in ticket about incident progress
REQUIREMENTS
- Ticketing skills required
- Excellent Client communication Skills
- Exposure working with US/International projects.
- Smart communicators (basic trouble shooting and guidance to customers)
BENEFITS
- Vacations. According to the law from your first anniversary.
- Discretionary Time Off (employees are able to take time off when necessary)*
- 26 days of Christmas bonus
- Food coupons
- Major medical insurance
- Life Insurance (optional)
- Savings box (optional)
- Law benefits: IMSS, Afore, Infonavit.
- Career plan that will let you grow and plan for the future
- Home Office
- Internal Trainings
- Support with external trainings and certifications
- Referrals bonus
- #LI-Remote
