Job Location (Short): Santiago, Chile | São Paulo, Brazil

Workplace Type: Remote

Req Id: 2666

Responsibilities
Octave
is looking for a Software Consultant in Brazil.

In this role you will work through support queue tickets and provide solutions / work arounds for defects reported by clients. You will be working with our technical leadership for the support team to provide quality solutions that are well tested and still delivered in a timely manner in line in with our SLA’s. In some cases, investigation of reported issues would need you to get on a screen share call with the client and investigate issues remotely, so your communication skills are essential for this role (both written and verbal).

This is not a traditional programmer type role, although would suit someone with a strong technical skill set who is comfortable collaborating with customers to solve their problems.

Education / Qualifications
- Responding to customer bug reports or from receipt to resolution (including updating tickets, responding to e-mails etc)




- Identifying and Redirecting non-support items to the relevant department.
- Reporting to and escalating client issues to the Global Support Manager
- Keeping up to date with the details / terms / response times of client support contracts and applying them to ticket resolution
- Reproducing, diagnosing, analyzing and correcting reported product defects
- Deploying fixes for (and proposing solutions to) defects that occur in our software on customers sites and elsewhere.
- Interfacing with the end users of the software, and with the partners who are reselling or configuring the software, for training, technical support, feedback, in depth investigations and debugging etc.
- Working and collaborating closely with members of the general j5 team based in Cape Town, Japan, Malaysia and USA
- Writing of knowledge manuals and procedures
- Management, administration, and configuration of the solution

Education / Qualifications
- Degree(s) in Mathe

📌 Application Support Engineer (Santiago)
🏢 Octave
📍 Santiago