Responsibilities
- Develop and sustain strong relationships with clients and their designated contacts.
- Serve as the primary contact for clients regarding their submitted requests.
- Attend client meetings focused on project deliverables or incident resolution.
- Handle client requests efficiently and within budget, following agreed service level agreements.
- Take responsibility for tracking and resolving all support issues within an assigned portfolio.
- Collaborate with delivery teams during the collection of change request requirements.
- Act as a functional expert and guide for other team members.
- Enable smooth knowledge transfer from project and change teams to support teams during handover phases.
- Set up and configure products to fulfill deliverables or fix live system issues.
- Adjust software systems based on documented specifications for support fixes, seeking help only when needed.
- Verify that all changes meet specifications before release from a support standpoint.
- Coordinate with delivery, technical, and QA teams to align work with client needs and specifications.
- Help approve test outcomes and ensure the release process starts on time.
- Deliver continuous production support, ensuring fast and effective resolution of incidents and problems.
- Provide on-site assistance or training when requested by clients.
- Review detailed test cases with the QA team to confirm alignment with client needs and represent end-users during UAT.
- Assist end clients during user acceptance testing to ensure progress toward release deadlines.
- Participate in after-hours support as required by service level agreements.
- Lead problem management activities, including root cause analysis and preventive actions.
- Maintain open and proactive communication with clients, providing regular status updates.
- Identify areas for process improvement and contribute to initiatives that boost efficiency and service quality.
- Carry out additional duties as directed by support or delivery team leaders.
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with options for remote and office-based work
Team
Part of a global support team serving clients in Latin America
Responsibilities
- Building and maintaining relationships with clients and their key personnel
- Act as the central point of contact for assigned clients in relation to client raised requests
- Attending client meetings related to deliverables or incidents.
- Manage clients’ requests in a timely and cost-effective manner, adhering to client SLAs.
- Take ownership of the overall progress and resolution of an assigned portfolio of support issues.
- Involved with the delivery teams in relation to requirements gathering of change requests
- Serve as a functional reference point and mentor for team members.
- Facilitate successful knowledge transfer from Change Management and Project teams to support teams during requirements analysis and handover.
- Provide product setup and configuration for deliverables or to resolve live production issues.
- Configure software systems according to documented requirements relevant to support fixes, seeking guidance only when necessary.
- Ensure compliance with specifications prior to release from an incident support perspective.
- Work with Delivery, Technical, and Quality Assurance teams to ensure activities align with client business requirements and agreed specifications.
- Assist in signing off test results and ensure the release process is triggered in a timely manner.
- Provide ongoing production support to clients, ensuring timely and effective resolution of incidents and problems.
- Participate in on-site support or training as requested by clients.
- Participate in the review of the detailed test cases with QA team to ensure it meets client requirements and represent end-users in the UAT phase
- Supports end clients during UAT, ensuring timely progress so to achieve the agreed release date
- Participate in out of office hours support as necessary, in line with applicable SLAs.
- Drive problem management efforts within the support remit, conducting root cause analysis and implementing preventative measures.
- Maintain proactive communication with clients, providing regular updates on raised requests.
- Identify opportunities for process improvements and contribute to initiatives to enhance efficiency and service quality.
- Perform any other related duties as assigned by the support team leader and/or delivery team leader.
Not applicable; role based in Costa Rica and Peru
