Support Specialist en Coderland By Dominion

Welcome to the land of developers. Coderland is a software development and Staff Augmentation company founded in 2019 and with offices in Panama City, Mexico City, Madrid, Austin (Texas), New York, San Salvador and Guatemala City. We are +150 collaborators. If you are a professional and want to join a team where life is as important as work, Coderland is for you.

Why Coderland?
We work with the most prominent IT professionals in software development in Latin America, and we respond in an agile and effective way to the changing needs of the digital world. At Coderland we believe that our work culture is the key to success. We have a 100% remote and family work culture.

Our main clients are in the USA and our specialties are Fullstack, Frontend, Backend, QA and Devops technologies.

• Minimum of 4-6 years of experience in demand ticket management, customer support, or a related role.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
• Proficiency in ticketing systems and tools such as JIRA, ADO, ServiceNow, or similar platforms.
• Experience with data analysis and reporting tools (e.g., Excel, Power BI) is a plus.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong organizational skills and a proactive approach to problem-solving.
• Familiarity with ITIL or similar service management frameworks is a plus.

⚡ English proficiency B2+- C1

• Manage the lifecycle of demand tickets from creation to resolution, ensuring all requests are addressed in a timely and efficient manner.
• Analyze demand tickets to identify patterns, trends, and areas for process improvement.
• Collaborate with various departments to gather information, understand requirements, and provide solutions to demand-related issues.
• Prioritize and categorize demand tickets based on urgency and business impact.
• Monitor and report on the status of demand tickets, providing regular updates to stakeholders and management.
• Ensure all demand tickets are documented accurately and comprehensively in the JIRA / ADO.
• Develop and maintain dashboards and reports to track demand ticket metrics and performance.
• Identify and escalate critical issues to appropriate teams or management as necessary.
• Provide training and support to users on the demand ticketing process and system usage.
• Participate in continuous improvement initiatives to enhance the efficiency and effectiveness of demand ticket management.

🌎 Remote work

🤑Payment in Dollars

🏡 co-living houses in Panama and Spain: Exclusive houses for you and your family where you can change the environment and spend quality time for a few days and without paying anything for accommodation

👨🏾‍💻 Udemy Business Licence: So that you are always updated

🚀Co-working: In Panama and Spain we have fantastic work spaces

👨‍👩‍👧‍👦Family Days: 4 days a year for you to rest and disconnect

👨🏾‍💻 English Lessons 1:1: Personalized classes with our English teachers

🏆 Anniversary check: You will receive a bonus for each year you are with us

🤑Referral commissions: You will receive a bonus for each person you refer and we hire

🎯 Certificacions: We will support you financially to obtain your certifications

🚑 Health Insurance