IT Support Administrator

hace 3 días


Santiago de Chile Vacasa A tiempo completo

Vacasa Chile is looking for an eager and inquisitive individual to jumpstart their career as a Product Support Administrator focusing on Level 2 incident troubleshooting and administrative support. We have built our success as a company through in-house development of our property management software, fine tuned to our specific needs. Our customers are made up of our guests, homeowners, and employees so Customer Service skills are a must. We release software updates regularly and need to be able to support our team as experts in all sides of our systems, learning as we go.

What you’ll do

Use ITIL Ticketing System to track and document Incidents
Utilize Knowledge Base for Solutions, Workarounds, and Training
Escalate and assign tickets as necessary
Determine priority, impact, and severity and re-evaluate as necessary
Prioritize your own work based on SLAs set for ticket impact and urgency
Reply to common issues with canned responses and assist in guiding the user towards resolving the issues themselves
Assess trends in tickets and create Problem tickets to track Root Cause Analysis, total Incidents generated by a common cause, and associated development work
Administer permissions to employees through a Role Based Access Control system
Review software code to understand program functionality and configuration
Ask lots of questions
Put the Customer Experience FIRST

Amazing Benefits

Fully remote (Within Chile)
Extended Health Benefits
10 extra days of vacations.
Great saving plan benefits (APV)
Growth opportunities
Courses and certifications
All of the equipment you’ll need to be successful
Great team environment
**REQUISITOS Estudios mínimos**: Técnico profesional superior Carreras: Informática, Programación Requisitos Minimos: Fluent in English
Technical support experience
Customer service experience
Experience reading/writing PostgreSQL/MariaDB/MySQL, PHP, Javascript preferred
Excellent written and verbal communication skills with a strong customer focus
Problem solving skills
MacOS and iOS experience preferred
Excels in a collaborative, team environment
Experience troubleshooting software related issues
Empathetic to the needs of our employees
Willingness to be wrong, learn from mistakes, and explore issues outside of the box CONTRATO Tipo de contrato: Teletrabajo Duracion: Jornada Laboral: Teletrabajo


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