Horas de trabajo
Full time
Ubicación
Ciudad de Mexico, Mexico
Lugar de trabajo
Remoto
Tipo de contrato
Contrato indefinido
What is Cobre and what do we do?
Cobre is a corporate treasury and payments platform designed to elevate the way Latin American companies manage their finances. At Cobre, we build CFO-tech on top of owned payment rails in order to give real-time capabilities to domestic and cross border payments, empowering every peso that our clients move.
We are committed to eliminating friction between companies, their banking partners, their people and their money so that money movement becomes a growth driver, rather than a time-consuming task. In this pursuit, Cobre has grown to become a trusted provider of corporates and tech giants in the region, while building a profitable business that has grown 10x in the past 12 months.
What we are looking for
The Technical Support Analyst is a key professional on the support team, responsible for providing direct technical assistance and integration support to both internal and external clients. This role focuses on effectively resolving technical issues related to Cobre's products or services, contributing to the achievement of the technical support area's objectives by meeting quality and customer satisfaction metrics.
What would you be doing
Technical Support:
Diagnose and resolve technical issues related to the company's products or services.
Use tools such as SQL, DBeaver, Postman, and New Relic to identify and address problems.
Escalate complex or critical issues to the technology and product teams, ensuring complete documentation and resolution of the case.
Incident Management:
Monitor and track open tickets to ensure resolution within the agreed service level agreements (SLAs).
Provide regular updates to clients or internal teams regarding the status of cases.
Documentation:
Maintain and update the knowledge base with solutions and technical guides.
Contribute to improving internal documentation based on resolved cases and daily learnings.
Customer Support:
Deliver professional, empathetic, and solution-oriented customer service.
Identify opportunities to enhance the customer experience by analyzing feedback and recurring issues.
Collaboration:
Work closely with the technology team and other departments to ensure continuity and quality of support.
Participate in training sessions and team meetings to stay aligned with area objectives.
What do you need
Technical or university degree in IT, Systems Engineering, or related fields (or equivalent experience).
1-2 years of prior experience in technical support or customer service roles with a technical focus.
Basic knowledge of CRM or ticket management tools.
Technical certification is desirable.
Knowledge of databases and SQL queries (ideally using tools like DBeaver).
Basic to intermediate experience with testing and monitoring tools such as Postman and New Relic.
Familiarity with operating systems, basic networks, and user hardware.
Experience in fintech or banking environments with API integrations.
Intermediate English (desirable for global environments or technical documentation).
Technical Support Analyst
21, Enero 2025
Technical Support Analyst
21, Enero 2025
Horas de trabajo
Full time
Ubicación
Ciudad de Mexico, Mexico
Lugar de trabajo
Remoto
Tipo de contrato
Contrato indefinido
What is Cobre and what do we do?
Cobre is a corporate treasury and payments platform designed to elevate the way Latin American companies manage their finances. At Cobre, we build CFO-tech on top of owned payment rails in order to give real-time capabilities to domestic and cross border payments, empowering every peso that our clients move.
We are committed to eliminating friction between companies, their banking partners, their people and their money so that money movement becomes a growth driver, rather than a time-consuming task. In this pursuit, Cobre has grown to become a trusted provider of corporates and tech giants in the region, while building a profitable business that has grown 10x in the past 12 months.
What we are looking for
The Technical Support Analyst is a key professional on the support team, responsible for providing direct technical assistance and integration support to both internal and external clients. This role focuses on effectively resolving technical issues related to Cobre's products or services, contributing to the achievement of the technical support area's objectives by meeting quality and customer satisfaction metrics.
What would you be doing
Technical Support:
Diagnose and resolve technical issues related to the company's products or services.
Use tools such as SQL, DBeaver, Postman, and New Relic to identify and address problems.
Escalate complex or critical issues to the technology and product teams, ensuring complete documentation and resolution of the case.
Incident Management:
Monitor and track open tickets to ensure resolution within the agreed service level
agreements (SLAs).
Provide regular updates to clients or internal teams regarding the status of cases.
Documentation:
Maintain and update the knowledge base with solutions and technical guides.
Contribute to improving internal documentation based on resolved cases and daily learnings.
Customer Support:
Deliver professional, empathetic, and solution-oriented customer service.
Identify opportunities to enhance the customer experience by analyzing feedback and recurring issues.
Collaboration:
Work closely with the technology team and other departments to ensure continuity and quality of support.
Participate in training sessions and team meetings to stay aligned with area objectives.
What do you need
Technical or university degree in IT, Systems Engineering, or related fields (or equivalent experience).
1-2 years of prior experience in technical support or customer service roles with a technical focus.
Basic knowledge of CRM or ticket management tools.
Technical certification is desirable.
Knowledge of databases and SQL queries (ideally using tools like DBeaver).
Basic to intermediate experience with testing and monitoring tools such as Postman and New Relic.
Familiarity with operating systems, basic networks, and user hardware.
Experience in fintech or banking environments with API integrations.
Intermediate English (desirable for global environments or technical documentation).