Company Description: We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win. Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle. Job Description: Actimize Technical Support Engineer performs a wide range of duties including: Review and investigate issues raised by clients and provide accurate guidance based on current documentation. Understand client software configuration and customizations done in programming languages such as Java, JavaScript, SQL, and XML. Install, configure, and customize solutions by following implementation guides and manuals. Reproduce client environment data, configuration, and setup to investigate possible issues. Provide information by collecting, analyzing, and summarizing development and service issues. Utilize software engineering tools such as configuration management systems, build processes, and debuggers. Collaborate and add value through participation in peer case reviews, providing comments and suggestions. Provide reliable solutions to a variety of problems using sound problem-solving techniques. Perform technical root cause analysis and outline corrective actions for given problems. Work with customers and ownership for issues, collaborating with higher tiers for end-to-end resolution. Assist customers via multiple channels including phone, email, and various web contact methods (chat, e-Services). Work in accordance with NICE support processes, procedures, and contractual SLAs. Document all customer interactions in a CRM tool in accordance with SLAs. Qualifications: • Excellent verbal and written communication skills in English. • At least 2 years in technical support facing customers and resolving issues. • Fast learner with the ability to educate themselves on relevant technologies. • 2 years of experience with application development using Object-oriented programming, JAVA, Windows Forms, and SQL. • Intimate knowledge of the customer's connected applications. • Excellent technical and analytical skills. • Technical development/debugging and diagnosis skills (e.g., coding, scripting, etc.). • Integration experience with desktop enterprise software applications. • Excellent organizational skills, with the ability to set own task lists and timelines. • Ability to work in a team. • Demonstrated interest and ability to communicate across technology and business boundaries. • Bachelor's degree in computer science (or equivalent). • Experience in customer support. • Knowledge of Linux and Microsoft Server. • Knowledge of SQL Server. • Knowledge of XML, HTML, and PERL. • Familiarity with server tuning and solving performance issues is a plus. Additional Information: This position requires agreeing to work under a hybrid model in Bogota, Colombia. #J-18808-Ljbffr
