CUSTOMER SUPPORT ENGINEER

Descripción del puesto Responsible to provide support to global users of Huawei Cloud, including but not limited to ticket acceptance, handling, closure and post closure activities such as survey analysis.
Job Responsibilities.
Responsible of providing HUAWEI CLOUD technical support.
Responsible of solving customer’s cases through service tickets, and keep close communication with end users by remote sessions, telephone, email, etc.
to achieve customer satisfaction through the support provided.
Provide professional and technical troubleshooting to all tickets accepted.
Elaborate root cause analysis formal documentation in specific complex cases, or directly requested by customer.
Handle service tickets based on SLA requirements and main KPI´s such as.
Response time.
MTTR.
Solved Tickets Escalated tickets.
Customer Satisfaction Etc.
Create tutorials, video courses, and other technical articles in the knowledge center and developer community.
Requisitos Bachelor’s Degree qualification or above with major in Telecommunication / IT / Computer Science / Engineering or other related technical discipline.
Basic knowledge in Linux, Windows, network, storage and virtualization.
Excellent troubleshooting and analytical skills, able to use data collection tools and methodologies to analyze problems and able to determine the root causes to provide solutions.
Knowledge about cloud computing and virtualization basics is preferred.
Strong customer service awareness, good communication skills, fluent English (desirable Portuguese), and the ability to work in a collaborative team environment.
Fresh graduate and junior engineer are encouraged to apply.
Training and professional guidance will be provided.
Beneficios Work for the Huawei Cloud Project, including Huawei Cloud Stack (HCS).
Exposure to current and future cloud computing technologies.
Open, passionate, energetic, innovative and modern work culture.
Schedule.
availability to work in shifts.
Type of contract.
Indefinite/ 3 month trial