Help Desk Technician
Heredia, Heredia, cr
hace 3 días
  • Employs the required number of hours of online time per day assisting clients via phone, emails, or others.
  • Provides thorough first and second level technical support to resolve client problems, and acts as the liaison throughout the problem resolution process between clients and subject matter experts responsible for escalated problems.
  • Receive client requests for company products, services, or other application assistance, identifies the source of the problem, determines the appropriate course of action to resolve the problem, using internal and external information sources and coaches the user through the resolution process.
  • Following all departmental guidelines thoroughly documents and tracks all client reported issues using the current problem management application.
  • Provides after-hours on call support, as scheduled and / or needed .
  • Provides limited second level technical support to peers in resolving more challenging problems.
  • Directly handles escalated issues assigned to them by the department Manager, Supervisor, or Lead including participation in conference calls with internal and external clients.
  • Makes recommendations for process improvements and technology changes within the department.
  • Assists with training and / or cross training of newly hired technicians, or existing technicians requiring or seeking additional training.
  • Must be receptive to feedback and continues improvement.
  • Desirable experience working with high profile clients.
  • Qualifications

  • High School completed.
  • Minimum of 1- 2 years of call center experience, 1 year in the technical support area a plus.
  • Strong PC, Internet knowledge (internet explorer, Firefox, and Chrome), troubleshooting supporting via phone and email, (FTP, XML, Json, AD nice to have).
  • Problem solving, analytical skills.
  • Advanced English Language skills, both verbal and written. (85% or above)
  • Proven previous job stability, including maintaining long-term work relationships with former employers.
  • Must be able to clear the company’s pre-employment screening.
  • Sound experience using communication tools such as MS teams and Slack channels etc.
  • ITIL sound experience is a plus.
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