Support Analyst-L2 (Bilingual)

Written and verbal bilingual English and Spanish is a requirement for this position. Management Controls is headquartered in Houston, TX. This position is working in the Houston office on a hybrid schedule 3 days/week.

Duties and responsibilities

• Support customers by investigating and resolving MCi product-related application and technical issues, including problems/help-desk tickets related to application configuration, installation, interfaces, standard reports (Crystal) and functionality (mostly, but not limited to, Track and Forecaster products)
• Serve as an escalation point for Level-1 (L1) Support Analysts and tickets nearing SLA (Service Level Agreements) deadlines
• Provide guidance to L1 Support Analysts on issue resolution and/or client communications
• Work closely with the Support Manager and other Customer Success Management personnel in analyzing, troubleshooting and managing issues
• Proactively and diligently work on issue resolution and communication of ticket updates, statuses, blockages and solutions back to management and especially to customers
• Promptly respond to clients’ requests and inquiries
• Self-monitor ticket statuses to ensure they get resolved within MCi service level agreement (SLA) timelines
• Identify and communicate work around solution for open issues or problems under investigation or pending resolution
• Document and log case histories, issues and actionable steps taken within the Support tool
• Proactively take ownership of help-desk issues by exerting proper due diligence and follow-through with applicable customers and MCi teams/organizations to communicate accurate ticket statuses on a timely basis
• Adhere to established internal processes; make suggestions for process improvements, as applicable
• Exert professionalism by to emails and meeting invitations; show-up to meetings prepared and on-time

• Bachelor’s degree in a technical or business-related field preferred
• 3+ years of experience supporting IT and business applications, preferably in the SaaS industry
• Customer-service mentality and attitude
• Moderate understanding of ERP and application interfaces, including APIs/Web Services
• Strong knowledge of Windows operating system and SQL queries and database schemas/structures
• Solid understanding of .NET applications and functionality
• Experienced at troubleshooting application and/or interface related problems
• Strong analytical, customer service and problem-solving skills
• Crystal Reports knowledge and experience
• Strong and effective communicator, especially as it relates to explaining the root cause of issues
• Teamwork and team player with a positive, can-do attitude
• Self-motivated and highly driven to succeed
• Ability to work independently
• Knowledge of Microsoft Office 365, particularly Word, Excel and PowerPoint
• Familiar and proficient with Software Development Life Cycle, especially Agile methodology
• Proficient in English and Spanish (Reading, spoken and written)

• Takes ownership of assigned tasks/work
• Strong problem-solving skills
• Effective communication skills across all levels of the organization and specially with customers
• Strong interpersonal and customer-service skills; know your audience (internal and external)
• Eager to learn MCi’s suite of products, especially Track, myTrack, Access Control Systems, Track and myTrack Integrations and Forecaster
• Easy to work with
• Flexible; willing to accommodate team’s preferences
• Proponent of diversity; fits easily within a diverse culture and work environment
• Does not hesitate to reach across the organizations (e.g., Services, Products, PMO, Engineering, Development, etc.) for investigating and resolving problems