Descripción de la Oferta

GENERAL DESCRIPTION OF POSITION

Provides intermediate IT support and assistance to clients via?email, phone, and/or other remote methods. Addresses and responds to customer inquiries on service issues including operational functions, troubleshooting, and maintenance. Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. Documents client interactions, including details of inquiries, complaints, comments, and actions taken.



ESSENTIAL DUTIES AND RESPONSIBILITIES



Support basic hardware issues (keyboard, mouse not working, monitor/screen without signal, Wi-Fi not connecting) these are tasks that can be troubleshot remotely, representative needs to ask to disconnect devices, update drivers, try different cables etc.

Email not working (Cannot send/receive emails, error messages in Outlook app, etc.)

Operating system issues (Slowness, errors in screen, updates required, etc.)

Ticket handling (Create, update, close tickets. Good notes documentation, detailed steps like, what was the issue, steps to solve it, closure approval, customer complaints, suggestions, or comments)

Help customer understand the issue, explain steps to solve the issue and provide tips on how to prevent future incidents

Ensure to deliver a good customer/technical support service (Customer satisfaction)

VoIP Support to lines, platforms, and installations



















REQUIREMENTS

Studies in computer science or related field

Min of 1 year of experience in the IT field or related

Proven Customer Service and Technical Support experience (Experience working with tickets (follow – ups, proactively communicate with other depts, through emails or calls)

Desirable background in networking and servers

General knowledge of connectivity issues (Printers, email management, password resets, user creation, etc.)

Working experience in Telecommunications (desirable)

Experience with troubleshooting/ maintenance process

Excellent English skills – verbal and written (above 85%)





QUALIFICATIONS



Committed

Open Minded

Self-starter with demonstrated ability to learn

Outstanding Customer Service skills

Self-Motivated

Able to work with minimal supervision

Organized and Detailed Oriented

Experiencia Requerida

Educación Superior

Educación Secundaria

Lenguajes