Application Support Analyst

Mojix, LATAM – Remote position 

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Application Support Analyst

Mojix, LATAM – Remote position

You are looking for a great big and epic team?🚀 Ready to accelerate your engineering career path? You will have the opportunity to create and deploy applications for various high-profile clients.

The role

As an Application Software Support Analyst, you will join a dedicated team of customer support professionals responsible for the initial review, troubleshooting, and testing of all customer software support requests. This support role requires providing critical, real-time analysis and problem-solving solutions to our software customers by asking relevant questions and retracing the steps and processes the customer utilizes to identify the potential cause of their reported problem.

Team members must be comfortable working in a dynamic environment, with customers in multiple geographies, and be willing to adjust schedules to meet the customer’s needs.

Your mission

  • Provide support to external customers via phone, email, and the Amtech ticketing system.
  • Document, research, track, and resolve customer software (Imaginera/EnCore) issues in a timely manner.
  • Work closely with engineering, sales, and network services to drive prompt resolution of issues.
  • Monitor the progress of software enhancements as they move through the AGILE process.
  • Deliver an exceptional client experience by identifying and documenting client needs and issues, answering incoming inquiries, effectively applying problem-solving techniques, educating clients, and following cases through to their successful resolution.
  • Troubleshoot an ever-changing variety of complex issues that require out-of-the-box thinking.
  • Collaborate with all support, QA, and development to resolve product issues.
  • Advocate for our customers and represent the Voice of the Customer to internal stakeholders.
  • Document all customer interactions in applicable systems according to current policies.
  • Respond to customers’ inquiries by gathering information and providing the best solution or appropriate next steps.
  • Educate customers on best practices to get the most value from software features or additional services.
  • Follow up with customers, users, developers, and other departments to ensure logged problems are being resolved.

Your advantages

As a true member of a human-scale team in LATAM, you’ll benefit from…

  • Working with multicultural teams in France, the US, and LATAM
  • Working directly with decision-makers

Your profile

  • Bachelor’s degree or equivalent work experience.
  • Experience supporting enterprise application software.
  • Previous experience in customer service, technical support experience preferred.
  • Experience using help desk ticketing software.
  • Querying tools such as SQL Server Management Studio.
  • Report Writing a plus Experience using Microsoft Office tools.
  • Windows Operating Systems.
  • Advanced English level.
  • Ability to travel.

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About Mojix

Mojix is a global leader in item-level intelligence solutions for Manufacturing, Supply Chain and Retail. The firm is leading the way in item-level traceability solutions utilizing its high security, globally scalable cloud-hosted SaaS platform. Founded in 2004, the company has deep domain expertise in serialization technologies such as RFID, NFC, and print based marking systems. Mojix builds business intelligence from event-triggered actions tracking billions of unique identities, following item lifecycles from source to shelf. Companies can leverage the seamlessly integrated data to increase their sales and operational efficiency, reduce major risks and enhance their customer experience. With offices across the US, Latin America and Europe, Mojix is now a recognized expert in end-to-end, item-level track and trace, product authentication and automated inventory management.