Trilingual Technical Support Agent
Sykes
San Pedro, Costa Rica
hace 14 días

Objective

To efficiently provide high quality and accurate resolutions to customers under stipulated policies and procedures, by offering world class customer support via phone or mail.

Responsibilities

  • To listen and respond to customer inquiries on the telephone, through on-line networks, Email, chat, Social Media, Forums, etc.
  • To develop areas of expertise that include a detailed understanding of an application’s work-flow and programming.
  • To maintain adequate technical proficiency in products and platforms assigned.
  • To communicate with team manager, SMEs, team members and other teams regarding problems, solutions and trends.
  • To keep and update pertinent paperwork and records through data entry.
  • To meet established individual and team performance targets, which include customer service, productivity and quality standards.
  • To keep all equipment and tools under his / her responsibility in excellent conditions.
  • To keep account information confidential and protect it from unauthorized use.
  • To follow up on the customer’s issue until it is solved.
  • To perform any other tasks, duties, or services requested by his / her immediate superior.
  • Requirements

  • Advanced Portuguese Speaker. Fluent in verbal and written Portuguese. High proficiency level (85% >
  • must)

  • Fluent in verbal and written English, High Proficiency level. (85 %>
  • must)

  • Schedule Flexibility. Available to stay after hours when necessary. (must)
  • University degree in Computer Science, Systems Engineering or related. (desired)
  • Technical support experience on PC maintenance. (must)
  • CompTIA A+ (901 / 902) certification. (desired)
  • Experience on hardware and software troubleshooting. (desired)
  • Advanced Knowledge of PC Architectures. (must)
  • Knowledge of RAID technology. (must)
  • Windows Server 2008 / 2012, Windows 8*, Windows 10*, Linux and Android Oss. (must)
  • Internet tools. (Browsers, FTP, cloud services, etc.)
  • Networking configurations and troubleshooting. (server hardware configuration, DHCP, router configurations, DNS, SMTP, etc.)
  • Working knowledge of computer architecture - memory (DDR, DDR2, DDR3, DDR4, DDR5), processors, serial ports, parallel ports, IDE / SATA / SAS / AHCI, etc.
  • configurations, USB, UEFI, BIOS configuration, I / O ports.

  • Graphics troubleshooting and configuration.
  • Storage (Magnetic / SSD) technologies.
  • Virtualization knowledge - VMWARE Certification. (desired)
  • Prior Customer Service experience. (desired).
  • Sells knowledge, power talking skills. (desired).
  • Ability to function in a team environment.
  • Adaptability to change.
  • Teamwork oriented.
  • Excellent Customer service skills.
  • Capability to assimilate a dynamic environment.
  • Capable of working and reach results under pressure.
  • Stress management.
  • Maintenance of confidentiality of information.
  • Ability to talk and type during a call.
  • Proactive.
  • Competitive salary based on experience and skills.

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