Support Agent - Property Management System

Responsibilities: Respond to, troubleshoot, and solve tickets in accordance with SLA and guidelines Create task/ticket for 3rd Level of Support (Product/Tech Team) for issues relating to request, bug, information. Record, track, and document the tickets, apply the problem-solving process, including actions taken through to the final resolution Provide support to 1st Level Support (Partners, Operations Team) Assist new hire training for 1st Level Support (Partners, Operations Team) when needed. Test new update/function before release when needed Be the contact point for Global Partners when it comes to technical issues and trainings. Create documentation for training purposes (articles in Knowledge base) Join the internal project to support the development plan of the department and of the Company Requirements: Customer service mentality Strong organizational and time management skills Excellent verbal and written communication skills, Spanish and English Strong interpersonal skills Reliable Solid understanding of computers, networks and software Experience using MS Office applications: Word, Excel, Outlook High attention to detail Previous experience with other ticketing systems is preferred Ability and willingness to work in a high-pressure environment Ability and willingness to work in a collaborative team environment Ability and willingness to quickly learn new technology and software