Support Engineer (Fraud) - Colombia - Project Delivery Department - North America & Latin America

BPC

Описание

Support Engineer (Fraud monitoring) - Bogotá - Project Delivery Department - North America & Latin America

General duties

Telephone and on-site support of software products
Diagnose software problems, localize problem sources, and identify bugs
Coordinate the analysis and reproduction of client issues, with the involvement of other groups as required.
Install and configure SmartVista products
Communicate with clients regarding the steps necessary to maintain and update software products
Assist in the documentation of SmartVista products and installation instructions
Assist in testing new releases and updates
Maintain the operational support environment
Maintain a good knowledge of BPC products (software and documentation).
Participate in building the knowledge base and Q&A for SmartVista products
Provide a professional support and assistance to BPC clients to understand their issues and open incidents for resolution by the BPC support organization with all the relevant and required information
Monitor incident resolution progress and regularly interact with resolver groups for updates and resolution as per the defined product or client SLA
Review the client request history to assess risk and update internal teams as required
Take ownership of updating BPC client environments to be used in internal testing and verifications and check that this information is available on the relevant Confluence pages
Work pro-actively to take the cases from the…