We are looking for a Support Specialist to join our geo-distributed team and provide end-user support to EPAM's clients. We support more than 20 clients worldwide across Healthcare, e-commerce, Retail, Travel, Technology, and other industries. Our team serves as a single point of contact for user requests and queries related to the applications and systems we support. As a Support Specialist, you will analyze, diagnose, and resolve tickets/incidents, ranging from straightforward questions to more complex technical issues, using ITIL best practices and a wide range of ticketing tools. The role also involves processing all types of service requests, communicating proactively with businesses, and updating the knowledge base.ResponsibilitiesLog incoming tickets, sort them by category, perform initial assessment, and either resolve them directly or pass them along to higher-tier support when neededManage incoming alerts, email correspondence,



and phone inquiries as they ariseKeep watch over application health status and provide support to maintain stable system performanceSpot missing or outdated information within the Knowledge Base, flag it appropriately, and help keep content currentTake part in supplementary support duties, including help with reporting, reviewing ticket quality, analyzing ticket trends, joining process improvement discussions, and attending team meetingsCommunicate with end users to gather additional details needed to accurately diagnose reported problemsKeep stakeholders informed on the status of open requests and expected resolution timelinesFollow documented procedures to ensure consistent handling of recurring issue typesRecognize patterns in recurring problems and bring them to the attention of relevant teamsHelp onboard new team members by sharing insights on tools, processes, and support workflowsRequirementsA minimum of two years of relevant professional work experienceFluent command of English at a B2 level or higher, with strong verbal and

📌 Support Specialist (Guadalajara)
🏢 Epam Systems
📍 Guadalajara