Website Support Lead

Primary Duties Include: Managing Feedback

• Tracking feedback submissions from users of the platform
• Providing first line support to users of the platform
• Flagging critical software errors to the vendor hosting the platform
• Identifying next steps to solve errors while being available and communicative with users throughout the process
• Documenting and tracking issues

• Working with the product team to improve the platform by analyzing patterns across feedback submissions
• Establishing a sustainable and effective strategy for the future of support as the platform grows in size and user base

• Two years of experience in Information Technology; providing Application/Software customer support; or in an occupational field related to the work assigned to the position
• Fluency in Spanish and English and skilled in the associated cultural dynamics.

• A Degree in Information Technology, Computing Studies or a related field will substitute for the required experience on a year-for-year basis.

• Ability to set goals, work independently, and drive results
• Diplomatic, persuasive, and tactful with excellent verbal and written communication skills required
• Excellent interpersonal skills
• Self-motivated and able to effectively manage time and tasks.
• Ability to solve complex problems, participate in continuous improvement, and adapt to the ideas of others.
• Technical versatility and creativity to deliver and contribute ideas/solutions