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Jr Operations Solutions Engineer


Job ID 51511BR Date posted 03/14/2021 Institution Laureate Education, Inc. City Tegucigalpa

GENERAL SUMMARY/JOB PURPOSE:


This position is based in Tegucigalpa, Honduras. This position will be responsible for the implementation, administration, maintenance, and troubleshooting, of the SUMADI platform for a wide portfolio of customers, while identifying potential areas of improvement that best fit the individual business needs of our clients.
This position requires some duties to be performed outside normal working hours to minimize the impact on client business operations.
ORGANIZATION STRUCTURE:
    • Reports to Product Owner
    • No direct reports
PRINCIPAL ACCOUNTABILITES:

Duties & Responsibilities:
  • Serve as a second level of escalation to customer issues that the level 1 customer care team cannot resolve.
  • Responding to customer queries according the define SLA defined for SUAMDI, via phone, email, or chat.
  • Identifying customer needs and helping customers use specific features, particularly during the implementation phases.
  • Analyzing and report product malfunctions
  • Update the knowledge base with information about technical issues and useful discussions with customers
  • Share feature requests and effective workarounds with team members
  • Knowing our products inside and out to answer properly to the client, partners, and other functional units like Sales, Customer Care, Product, and others.
  • Read and share system health reports.
  • Ensure to follow up on problems and process independently related to operational engineering.
  • Perform post resolutions and analyze trends for ways to prevent future problems.

KNOWLEDGE, SKILLS and EXPERIENCE:

The sum of every kind of knowledge, skill and experience, however acquired, that is required for fully competent job performance. The minimum requirements for the job. Types of information include:
  • Bachelor's degree in computer science, software engineering or a related field.
  • Minimum of 1 year of experience required for the job.
  • No managerial experience required.
  • Research abilities, knowledge of ITSM processes, quality focus, reporting skills, attention to details.
  • Client facing proved experience
  • Ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
  • Proficient in back-end development in node js frameworks.
  • MERN full stack development experience and proficiency.
  • Proficient in Java back-end development.
  • Experience in front-end development frameworks, such as React, Angular, Vue, etc. preferred.
  • Proficient in cloud infrastructure preferred.
  • Experience in front-end Java development preferred
  • Troubleshooting and analytical thinking.