• Investigar, replicar y validar errores técnicos reportados, utilizando herramientas de análisis y entornos de prueba. • Administrar el flujo de tickets asegurando tiempos de respuesta óptimos y una comunicación técnica impecable. • Colaborar estrechamente con los equipos de Desarrollo e Infraestructura para el escalamiento efectivo de bugs complejos. • Liderar sesiones de troubleshooting en conjunto con el cliente para identificar cuellos de botella y asegurar el éxito de la integración. • Crear y mantener guías técnicas que ayuden a prevenir la recurrencia de incidentes conocidos.

• Build and lead HeyMarvin’s support team • Define and implement scalable processes (ticketing, SLAs, escalation paths, feedback loops) • Resolve customer issues across channels (chat, email, in-app, phone) • Partner with Product & Engineering to turn customer pain points into product improvements • Establish support metrics and reporting

• Troubleshooting connectivity issues between our sensors and backend systems • Working with client IT teams on 802.1X authentication setups • Investigating WLAN issues • Pulling and interpreting SNMP data • Debugging infrastructure issues on the platform side • Writing up findings and building runbooks • Networking responsibilities including IP addressing, routing, switching, ARP, and SNMP

Role Description At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences. In this role, you will take on a key responsibility in managing and optimizing the platform by: - Resolving complex issues - Supporting users - Driving automation and process improvements to enhance overall productivity and collaboration We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you! Qualifications - In-depth knowledge of the Google Workspace Admin Console - Expertise in Google Workspace Services - Domain & Email Configuration skills - Professional Workspace Administrator Certification - Advanced Problem-Solving skills - Excellent Communication skills - Strong Collaboration skills - Time Management skills Requirements - Serve as the primary technical escalation point for all L2 queries related to the Google Workspace suite, including Gmail, Drive, Calendar, and other core services. - Troubleshoot, investigate, and resolve complex user issues, ensuring timely and effective solutions. - Improve quality of service by analyzing ticket data and proposing improvements to processes and SOPs. - Write and maintain clear technical documentation for both end-users and internal IT administrators. - Escalate critical issues to and collaborate with third-party vendor support (e.g., Google) to ensure resolution. - Handle advanced data management tasks, including restoring deleted user emails, recovering files/folders, and transferring file ownership. - Manage security settings, including delegated administrators and domain-wide delegation, to ensure compliance with company policies. Benefits - Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication. - Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind. - Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform. - Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures. - Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time.