Who You'll Work With
You will work in our San Jose, Costa Rica office and will be part of our Global Helpdesk (GHD) team.You will work with internal consultants and support staff by troubleshooting and resolving a wide variety of IT issues predominantly via the phone.
You will work in a global team sharing a common understanding of a client-first oriented work environment.
What You'll Do
You will be responsible for helping colleagues get their business technology up and running as quickly as possible. In this role, you will use your communication skills and problem-solving abilities to provide excellent customer service to your colleagues.
You will strive to form productive relationships, ensuring that a resolution is found for each problem you are presented with.
You will ensure that troubleshooting procedures are documented and best practices are shared. You will use the knowledge centered service methodology and ensure all self-resolved call tickets are linked to appropriate knowledge objects.
You will search for knowledge in order to resolve issues and will provide regular and timely feedback for existing knowledge.