Technical Support Agent
San Pedro, Costa Rica
hace 1 día


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


  • 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 includes 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

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

  • Full Schedule Flexibility (must).
  • Technical support experience on PC maintenance (must).
  • Advanced Knowledge of PC Architectures (must).
  • Knowledge of RAID technology (must).
  • Windows Server 2008 / 2012, Windows 8*, Windows 10*, Linux and Android OSs (must).
  • lCompTIA A+ (901 / 902) (must).
  • A+, CWNA, CCNA, CNE or MCSE (desired).
  • University degree in Computer Science, Systems Engineering or related (desired).
  • Experience on hardware and software troubleshooting (desired).
  • Familiarity with Intel Architecture and associated technologies.
  • Extreme Customer Empathy / Orientation.
  • Strong detail orientation to ensure high quality of published content.
  • Ability to clearly follow documented processes / policies.
  • Ability to apply judgment and prioritize workload when handling multiple customer issues.
  • Commitment to meet clearly defined goals / deadline.
  • Very strong written communication skills as the majority of work will be written responded in email and / or community forum.
  • Ability to maintain strict confidentiality of customer records / profile information.
  • Working knowledge of Unix / Linux desired and android knowledge (mid).
  • Proven ability to use Microsoft Office products.
  • Experience supporting web-based customer portals (i.e. know how to troubleshoot browsersettings, timeouts, communication issues, FireFox, Chrome, Internet Explorer, etc.).
  • Ability to replicate customer issues with provided software and clearly communicates steps toduplicate in case escalations.
  • Basic understanding of networking concepts, firewall, router configuration.
  • Understanding of virtualization technology, concepts and applications.
  • Willingness to identify important customer issues / trends and retain accountability to thecustomer until solved.
  • Operating system (Linux SuSe, CentOS, RHEL, Ubuntu, Windows 2016, 12, 08 and client OSWindows 10, 8 and 7). Experience performing administrative operations and troubleshooting ofsystem issues.
  • Ability to extract system logs for troubleshooting.

  • Storage knowledge (SAN, RAID Configuration LSI / HP Controllers etc) is desired.
  • SATA, PCI Express, storage and related computing experience.
  • Understanding of data center including HW, BIOS.
  • Drivers and installation of sub-system components.
  • Working with storage systems, or other complex system products.
  • Knowledge with HDD / SSD systems / protocols and / or SATA / PCIe (NVMe). Form Factors U.2, AIC,M.2, and SATA.
  • 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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