Contexto laboral

As a Technical Support Representative, you will provide customer assistance by diagnosing and resolving technical issues for the company’s products or services. You will work with both technical and non-technical users to troubleshoot problems, answer questions, and ensure customer satisfaction. This role requires excellent problem-solving skills and the ability to work under pressure to deliver solutions efficiently.

Responsabilidad laboral

• Customer Assistance: Respond to inbound customer inquiries via phone, email, or chat regarding technical issues with products or services.
• Troubleshooting: Diagnose and resolve hardware, software, or network-related issues by guiding customers through step-by-step solutions.
• Issue Escalation: Escalate unresolved issues to higher-level support or engineering teams when necessary, ensuring timely resolution.
• Documentation: Maintain accurate records of customer interactions, including problem descriptions, troubleshooting steps, and resolutions in the company’s CRM or ticketing system.
• Remote Support: Use remote desktop tools to troubleshoot and resolve issues directly on customer systems, when applicable.
• Technical Education: Provide customers with information on product features, system requirements, and troubleshooting tips to help prevent future problems.
• Collaboration: Work with cross-functional teams such as engineering, product development, and quality assurance to improve product performance and customer experience.
• Follow-up: Ensure follow-up with customers to confirm issues are resolved and provide a positive experience.

Requisito educativo

Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred. Equivalent work experience is acceptable.

• Certifications: Industry-standard certifications like CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
• Experience with remote desktop tools and ticketing systems (e.g., Zendesk, Jira, ServiceNow).
• Familiarity with cloud platforms or SaaS solutions is an advantage.
• Knowledge of cybersecurity principles and tools.

Requisito de experiencia

• Experience: 1-3 years of experience in technical support, IT help desk, or a similar role.
• Language Skills: Fluency in Spanish is required. Proficiency in English is preferred, especially for supporting international customers.
• Technical Skills:
  • Strong knowledge of operating systems (Windows, macOS, Linux).
  • Familiarity with networking concepts (IP addresses, DNS, routers, etc.).
  • Experience with troubleshooting software applications, hardware devices, and network connectivity issues.
• Problem-Solving Skills: Ability to diagnose technical problems efficiently and provide effective solutions in a timely manner.
• Communication Skills: Clear and professional communication, with the ability to explain complex technical issues to non-technical customers.
• Customer-Oriented: Passion for helping customers with a focus on delivering a positive experience.
• Multitasking Ability: Manage multiple support cases while prioritizing and resolving each one efficiently.
• Team Player: Ability to work well with a team in a fast-paced environment.

Otros beneficios

• Competitive salary with performance-based bonuses.
• Comprehensive health and wellness benefits.
• Opportunities for career advancement and professional development.
• Access to ongoing training to stay current with emerging technologies.
• Collaborative and inclusive work environment.