Application support consultant (temporary contract)
Role details
Job location
Tech stack
Job description
The SL2 technical agent performs in-depth analysis of incidents reported by users of our product, evaluates the impact level and priority according to established protocols, and provides answers to complex questions that require review of functional specifications or application code.
They analyze incidents in databases and systems, escalating to third level support when necessary or performing the required actions to resolve them whenever possible.
They inform customers of incident resolution and, when needed, organize calls to explain the solution.
They involve relevant departments when the situation requires it, preparing a briefing of the analysis and proposing possible solutions whenever feasible.
Your Responsibilities:
As a key member of the team, you will be responsible for:
- Manage tickets for the assigned Nextlane products, following the applicable protocols for each product.
- Analyze complex inquiries and provide answers based on functional specifications and code.
- Ensure compliance with SLAs.
- Manage the backlog appropriately.
- Meet productivity, reopening, and quality parameters required for the service.
- Handle the resolution of incidents that the agent is able to solve based on their complexity.
- Escalate incidents properly when the customer's inquiry exceeds the knowledge level or technical scope of the support level.
- Provide feedback on case progress and deliver final resolution and/or follow-up on actions.
- Record all activity related to calls and emails.
- Accurately qualify errors and report them to development teams for correction.
- Participate in or organize meetings with the Brand to address complex questions.
- Assist in detecting high-impact program errors for users and use the necessary mechanisms to solve them, informing the management structure accordingly.
- Report recurrent issues to the management structure and propose improvements and/or corrective actions whenever possible.
- Share relevant information with the rest of the team in collaboration with the trainer and management.
- Follow customer requests and manage them in the internal tool used, respecting established procedures.
Requirements
Do you have experience in XML?, * Experience: Ane previous experience in a similar role is necessary. Experience in support is necessary.
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Languages: Native in Spanish and fluent in English (C1 level)
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Communication: Strong communication skills, both verbal and written.
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Technical Skills:
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Databases (MySQL)
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PHP
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HTML
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APIs (Postman / SoapUI)
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JavaScript
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CSS
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OOP (Object-Oriented Programming)
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Use of MVC frameworks (Model, View, Controller)
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ORM and database connectors in PHP
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Other languages: XML, JSON
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Interpersonal Skills: Ability to collaborate in a diverse and dynamic environment.
Benefits & conditions
We understand that flexibility and trust are essential for our teams. Here are some of the benefits we offer:
- Remote Work: Up to 3 days a week!
- Flexible Remuneration: COBEE platform.
- Continuous Learning: Access to our internal platform for continuous development.
- Teambuilding: Our afterworks and activities are memorable!
Diversity, Inclusion & Belonging
At Nextlane, we are committed to creating a space where everyone feels valued and respected. We firmly believe that diversity in experiences and backgrounds strengthens our culture and drives innovation.
- Support for people with disabilities. If you need any adjustments during the recruitment process, let us know so we can provide the best possible experience.
- Equal opportunities for all: We welcome applications regardless of age, gender, origin, disability, or any other characteristic protected by law.
Join Nextlane and become part of the technological revolution in the automotive industry.
Discover why we are a great place to develop your talent!
