Level 1 Support Engineer

department / eCommerce

location / Colombia

posted / May 09, 2019

Full time

OSF Global Services

Job Description:

  • The Level 1 Support Engineer position's primary responsibility is to provide first level of support to OSF Support customers. This position will perform routine tasks for the websites monitoring

Key Tasks and responsibilities:

  • »   Ticket acknowledge and answer the phone

    »   Will update or create tickets in exceptional situations

    »   Ticket triage

    »   Will gather more information for un-complete tickets (set the right priority, severity, environment)

    »   Will perform root cause analysis and clarifies the details and requirements of the ticket with the ticket reporter (e.g. the steps for reproducing a functionality issue)

    »   Will run a set of daily, weekly, monthly checks for the websites (monitor the jobs, review notifications from monitoring tool)

    »   Monitor the alerts and notifications from the monitoring tool, and respond accordingly through service tickets

    »   Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

    »   Will escalate the issue to Level 2 for higher complexity issues

Support Queue:

  • »   Remotely assist clients with support needs

    »   Clearly communicate status on problems as well as resolution

    »   Exceed SLA guarantees to OSF Support clients

    »   Clearly document all tasks

    »   Maintain high customer satisfaction

Additional responsibilities:

  • »   Improve customer service, perception and satisfaction

    »   Ability to work in a team and communicate effectively

    »   Ability to self-management

    »   Ensure requests are route to the proper resource in order to be resolved quickly and efficiently


  • »   Good Communication

    »   Web knowledge, eCommerce is a plus

    »   Understand ticket management and workflow

    »   1 year in a similar role

    »   Good English school

    »   Customer focused

About OSF Global

With headquarters in Quebec, Canada, and more than 30 locations across the world, we are a leading global commerce solutions company, with expertise in enterprise CRM, ecommerce, Salesforce Clouds, content management, ERP, cloud solutions and mobile applications. As a multi-cultural international team of over 800 employees, we are constantly driving change and innovation, delivering innovative solutions to enterprises and emerging businesses across B2B and B2C sectors since 2003.