Trilingual Technical Support Agent
Sykes
San Pedro, Costa Rica
hace 5 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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