Principal Duties and Responsibilities:
As the Business Solution Support Lead for Mexico's Market, you will oversee support activities related to Beauty Tech applications, ensuring seamless operations across platforms, systems, and users. You will collaborate with internal and external teams to troubleshoot, provide solutions, and improve system reliability.
Qualifications:
- Proven experience in technical support roles, preferably within ERP or related systems.
- Strong troubleshooting skills with the ability to analyze and resolve complex issues.
- Proficiency in SQL, AOT, or other technical tools for data handling.
- Experience with user administration and end-user training.
- Ability to manage interfaces between systems and ensure data consistency.
- Knowledge of UAT and working with business and technical teams for testing and deployments.
Key Responsibilities:
1 - Manage Support Activities:
- Oversee support tasks through the Beauty Tech ticketing system, handling bugs, setup configurations, end-user process issues, and mass updates.
- Act as a primary contact for troubleshooting, managing L1 and L2 support for users across Mexico's market.
2- System Monitoring and Maintenance:
- Conduct daily monitoring of live systems and interfaces to ensure data consistency and system communication.
- Analyze production issues, manage corrective actions, and provide long-term solutions to recurring problems.
- Investigate, troubleshoot, and fix interface issues between applications and external systems (ERP, WM, Headquarters, Invoicing, AP, etc.).
- Use AOT/SQL and technical tools for data upload/retrieval.
3 - User Support and Documentation:
- Maintain and administer user accounts across all Beauty Tech applications.
- Provide training to newcomers, develop end-user documentation, and escalate complex issues to Beauty Tech AMERICAS or external partners as needed.
4 - Coordination and Escalation:
- Collaborate with local and regional development teams to resolve escalated issues.
- Escalate unresolved problems to Beauty Tech AMERICAS or central partners and ensure timely follow-up for resolution.
- Participate in recurring meetings to monitor support activities and user requirements.
5 - Testing and Enhancements:
- Support UAT (User Acceptance Testing) with users and coordinate testing efforts with Beauty Tech AMERICAS.
- Manage system gaps and local evolutions by gathering business requirements, writing technical specifications, and performing UAT for postproduction support.
6 - Direct Reporting:
- Report directly to the Back Office and ERP Supervisor, escalating unresolved issues or tasks requiring higher expertise.
- Communicate recurring issues that require long-term fixes and provide regular updates on system stability efforts.
Benefits and Perks:
- Remote Work within Mexico City.
- Comprehensive Insurance Coverage: Major medical insurance and life insurance.
- Grocery Vouchers.
- Career Growth: Opportunities for advancement in a dynamic work environment.
- Challenging Projects: Work on innovative and motivating projects.