Digital Products Technical Support Expert Contract Type Permanent Country MEXICO Location Guadalajara Your opportunity The Digital Products Technical Support Expert is responsible for the complete management of a customer support request from the reception of the request until the final resolution. Your Mission Track customer and internal support requests Document problems encountered and provided solutions Develop and maintain a knowledge base Monitor and respect deadlines in processing requests Compile data to produce reports that will provide KPIs about support quality and effectiveness Maintain, master and improve support tools Help carry out system tests before delivering the production or correction to the customer Your Profile Essential Requirements: Strong communication skills to foster trust-based relationships with customers Ability to listen, comprehend, and demonstrate patience Excellent proficiency in spoken and written English Mastery of Windows Server operating system Proficiency in n-tier applications, web services, and Windows services Preferred Assets: Familiarity with cloud computing Proficiency Spanish and English French is a plus Knowledge of network architecture Understanding of databases and SQL Familiarity with the Linux operating system