SONDA

Operations

• Develop KPI dashboards, reports, and management reports
• Handle satisfaction surveys via IVR and ServiceNow
• Support management and quality teams in process improvement initiatives
• Create and update knowledge base procedures
• Track and monitor tickets
• Control and monitor backlogs and SLA compliance
• Assign tickets to the technical team
• Set ticket priorities and escalate tickets as needed
• Perform activities focused on quality and process improvement

Process Improvement Technician

Bilingual

• Provide first-level support via chat, phone, and ticket queues
• Perform remote access sessions
• Validate user information
• Provide basic guidance on system access and usability
• Create and manage tickets
• Perform password resets
• Configure authenticators

Bilingual Service Desk Agent, Spanish

• Provide first-level support via chat, phone, and ticket queues
• Perform remote access sessions
• Validate user records
• Provide basic guidance on system access and usability
• Open and manage tickets
• Reset passwords
• Configure authenticators

• Provide first-level support via chat, telephone, and ticket queues
• Perform remote access sessions
• Validate user records
• Provide basic guidance on system access and usability
• Create and manage tickets
• Perform password resets
• Configure authenticators

Service Desk Agent, Bilingual – Spanish

Account Executive

• Desarrollar y fortalecer relaciones con cuentas clave del sector Retail
• Identificar nuevas oportunidades de negocio y expandir la cartera de clientes
• Comercializar soluciones de infraestructura, servicios administrados, ciberseguridad, nube, software y transformación digital
• Liderar procesos de negociación y cierre de ventas
• Coordinar estrategias con equipos técnicos y de preventa para garantizar el éxito de los proyectos
• Cumplir y superar objetivos comerciales

Ejecutivo de Ventas

• Provide functional support to clients using SONDA’s Comply tax solution
• Handle requests related to EFD ICMS/IPI, EFD Contributions, and state tax obligations
• Analyze questions, inconsistencies, and incidents related to tax processes supported by the application
• Support the identification and resolution of functional issues
• Guide clients on using the solution and on processes related to tax obligations
• Interact with clients and internal teams to monitor and resolve requests
• Participate in meetings and client interactions in English
• Support the continuous improvement of processes related to the tax application

Tax Functional Analyst – EFD, SPED

Support Engineer

• Provide remote or on-site technical support for service requests
• Support desktops, laptops, tablets, Linux/Unix workstations, and MacBooks
• Provide support for and configure mobile and landline telephony
• Provide support for audio and videoconferencing equipment
• Identify and resolve hardware, software, and peripheral issues
• Log and track service requests, ensuring compliance with deadlines and procedures

Technical Support Technician – People with Disabilities (PwD) and Rehabilitated Workers

IT Support

• Brindar soporte técnico microinformático remoto y/o telefónico a funcionarios de diferentes clientes
• Configurar VPN y correo electrónico
• Manejar herramientas remotas
• Registrar, atender y gestionar solicitudes vía telefónica, correo y web según procedimientos establecidos
• Documentar la gestión efectuada en la HGS
• Resolver técnicamente las solicitudes viables dentro de los tiempos estipulados
• Asegurar un servicio efectivo, eficiente y de calidad

Agente Mesa de Ayuda

Full-stack Engineer

• Define and evolve software architectures and technical solutions, considering security, scalability, performance, and quality
• Serve as a technical authority, supporting teams in decision-making and resolving complex challenges
• Design and support the development of distributed systems, web applications, and integrations
• Work with development and architecture using Java and technologies aligned with the solutions
• Work with Kubernetes and Docker, supporting the definition, configuration, and maintenance of containerized environments
• Use Python for automation, scripting, and DevOps-related activities
• Apply DevOps/DevSecOps practices and tools, CI/CD, security, and code quality practices
• Work with Linux and Windows environments and operating systems
• Support the configuration and deployment of applications in cloud environments
• Research, implement, document, and promote architectural patterns, technical decisions, and software development best practices

Software Architect

• Develop, maintain, and enhance SAP ABAP solutions
• Perform technical analysis and prepare specifications, translating functional requirements into robust solutions
• Investigate and resolve critical production incidents, including the analysis of dumps, logs, and jobs
• Develop enhancements, fixes, and new functionalities in accordance with SAP best practices
• Perform advanced debugging and technical impact analysis
• Develop and maintain interfaces between SAP and external systems
• Provide support to functional consultants in defining technical solutions
• Participate in testing, user acceptance testing, transports, and deployments
• Prepare effort estimates and maintain technical documentation
• Provide technical guidance to less experienced professionals
• Participate in meetings with internal teams and clients

Senior Specialist Software Developer 4

• Support internal and external clients regarding implemented solutions
• Provide and facilitate services for clients, working with individuals and multidisciplinary teams
• Apply knowledge of the relevant project, databases, applications, and web technologies
• Manage IT solutions and systems integration

Operations Consultant 2

Implementation Specialist

• Diseñar, desarrollar y mantener aplicaciones SAP Fiori
• Desarrollar soluciones sobre SAP HANA 2.0
• Trabajar con modelado de datos, SQLScript, CDS Views y Calculation Views
• Implementar soluciones utilizando SAP BTP
• Participar en integraciones entre sistemas SAP y aplicaciones externas
• Realizar análisis de performance y tuning
• Participar en definiciones de arquitectura técnica y diseño de soluciones cloud
• Colaborar en troubleshooting y resolución de incidentes complejos
• Participar en procesos de automatización y CI/CD
• Documentar desarrollos y realizar transferencia de conocimientos

Consultor de Implementación, Level 6

• Provide in-person or remote support to users.
• Analyze and resolve technical tickets.
• Configure equipment, profiles, access permissions, and applications.
• Provide support for corporate systems and approved applications.
• Open and follow up on tickets with vendors when necessary.
• Support equipment moves, implementations, inventories, and operational projects.
• Validate equipment after maintenance, replacement, or updates.
• Record and document technical procedures and implemented solutions.
• Monitor critical or recurring tickets.
• Comply with internal procedures and established service levels.

Technical Support Technician

Analyst

• Asistir, registrar y completar llamadas cuando existe necesidad de intervención técnica
• Intervenir llamadas de mayor complejidad
• Apoyar a la coordinación en la reducción de costos de operación
• Apoyar la preparación de informes de gestión
• Vigilar el cumplimiento de indicadores contractuales
• Realizar seguimiento y cierre de llamadas
• Registrar y controlar impresoras y suministros en el sistema de gestión
• Interactuar con usuarios y responder preguntas sobre la prestación de servicios

Analista de Monitoreo

• Perform corrective and preventive maintenance, installation, and relocation of multifunction and multi-brand printers
• Provide microcomputer support and perform Remote Hands activities when necessary
• Handle on-site service requests at customer locations, ensuring compliance with SLAs
• Record service activities in the system, including technical reports, photographic evidence, and customer approval
• Engage N3 support teams for analysis and parts replacement when necessary
• Manage local inventory, spare parts, backup equipment, and reverse logistics
• Submit expense reports for travel-related costs
• Take care of the equipment, tools, and vehicle used in work activities
• Participate in technical training and maintain ongoing communication with the team

Process Improvement Technician

Bilingual Service Desk Agent, Spanish

Bilingual Service Desk Agent, Spanish

Service Desk Agent, Bilingual – Spanish

Ejecutivo de Ventas

Tax Functional Analyst – EFD, SPED

Technical Support Technician – People with Disabilities (PwD) and Rehabilitated Workers

Agente Mesa de Ayuda

Software Architect

Senior Specialist Software Developer 4

Operations Consultant 2

Consultor de Implementación, Level 6

Technical Support Technician

Analista de Monitoreo

Support Technician – Exclusive Position for People with Disabilities and Rehabilitated Workers