Technical Support Agent
Sykes
San Pedro, Costa Rica
hace 10 días

Objective

To efficiently provide high quality and accurate resolutions to customers under stipulated policies andprocedures, 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 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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